Service Desk Lead

3 days ago

Remote India Guggenheim Investments Full time ₹ 6,00,000 - ₹ 18,00,000 per year
Position SummaryResponsibilities Key Responsibilities:
  • Lead GI's team of India based IT service desk professionals, working closely with GI's Head of Service Desk & User Experience to manage, track, and improve team capabilities
  • Aid in the implementation & adherence to a "follow the sun" support model to support GI's 24/7 service desk
  • Oversee diagnosis and resolution of advanced technical issues escalated from Tier 1 and Tier 2 support, ensuring efficient problem-solving for computers, software, and network connections
  • Coordinate troubleshooting of complex application and custom system issues, guiding the team in best practices and escalation procedures
  • Ensure incidents related to desktop, mobile, remote access, and VPN are resolved according to service standards
  • Manage escalation of unresolved issues to Tier 3 or external support, maintaining seamless and timely handover processes
  • Act as the primary liaison between users, the service desk team, and higher-level support groups, communicating issue status and resolution details clearly
  • Monitor and track incidents using helpdesk tools to ensure compliance with service level agreements and performance metrics
  • Analyze recurring problems, identify root causes, and drive implementation of permanent solutions in collaboration with other IT teams
  • Assist in the oversight of user account management, permissions, and access requests, ensuring adherence to security policies
  • Delegate & administer password resets, multi-factor authentication, and access controls as required
  • Coordinate support for cloud-based applications, working with vendors and internal teams to manage updates and improvements
  • Maintain comprehensive documentation of solutions and best practices in the helpdesk knowledge base
  • Lead continuous improvement of documentation and training materials for the service desk
  • Set standards for high-quality customer service, professionalism, and clear communication within the team
  • Provide regular updates to users and internal stakeholders regarding incident progress and resolution
  • Support proactive monitoring of critical systems, identifying and addressing issues before they impact users
  • Champion implementation of automated solutions to reduce recurring incidents
  • Collaborate with other IT teams (network, infrastructure, security) to resolve complex technical challenges
  • Mentor, train, and develop Tier 1 and Tier 2 support staff, fostering a culture of continuous learning and skill enhancement
Qualifications

  • Service Desk Lead

    3 days ago

    Remote, India Guggenheim Partners Full time ₹ 6,00,000 - ₹ 18,00,000 per year

    Position SummaryResponsibilitiesKey Responsibilities:Lead GI's team of India based IT service desk professionals, working closely with GI's Head of Service Desk & User Experience to manage, track, and improve team capabilitiesAid in the implementation & adherence to a "follow the sun" support model to support GI's 24/7 service deskOversee diagnosis and...

  • Service Desk Lead

    3 weeks ago

    Hyderabad, India Trianz Full time

    Job Description About the Role: We are seeking an experienced and organized Service Desk Lead to oversee daily operations of the IT service desk. The ideal candidate will have a strong blend of technical proficiency, people management skills, and customer service expertise. You will lead incident resolution efforts, manage ticket workflows, and serve as the...

  • Manager, Service Desk

    2 weeks ago

    Remote, India An-associates Full time ₹ 84,000 - ₹ 15,00,000 per year

    Job Title:Manager, Service DeskJob Status:Full-timeDepartment/Group:Service DeskEmployee Type:PermanentReports to:Director of Data & AIWork Schedule:Monday to Friday, Night shift (7:30 PM to 4:30 AM IST)Positions Supervised:Service Desk SpecialistsJob DescriptionPosition Summary:As our Service Desk Manager, your mission is to lead a high-performing team that...

  • IT Service Desk Manager

    3 weeks ago

    Chennai, India Hectae Analytics and Software Solutions Full time

    Job Description About the Role: We're seeking a skilled IT Service Desk Manager to lead Haass's IT Service Desk function. This role will oversee IT Service Desk support quality, drive service excellence, and support team performance across our Service Desk operations. You'll be responsible for monitoring ticket quality, delivering actionable feedback, and...

  • IT Service Desk Analyst

    2 weeks ago

    Remote, India Pinnacle Global Group Full time ₹ 4,32,000 - ₹ 7,20,000 per year

    Job Title: IT Service Desk AnalystLocation: RemoteWorking Hours: UK business hoursJob PurposeWe are seeking an experienced IT Service Desk Analyst to provide first-line technical support to end-users, ensuring timely resolution of IT issues and seamless service delivery. The role requires someone with prior experience supporting UK-based companies and...

  • Service desk manager

    4 weeks ago

    India Telelink Business Systems Full time

    Company Description Telelink Business Systems is a telecommunications and IT solutions provider based in Adelaide, South Australia. Established in 1985, we specialize in communications solutions like cloud telephony, SIP trunking, and AI-driven software for business communication. We also offer healthcare technologies including nurse call systems, fall...

  • Service Desk Manager

    4 weeks ago

    India Telelink Business Systems Full time

    Company Description Telelink Business Systems is a telecommunications and IT solutions provider based in Adelaide, South Australia. Established in 1985, we specialize in communications solutions like cloud telephony, SIP trunking, and AI-driven software for business communication. We also offer healthcare technologies including nurse call systems, fall...

  • Service Desk Manager

    4 weeks ago

    India Telelink Business Systems Full time

    Company Description Telelink Business Systems is a telecommunications and IT solutions provider based in Adelaide, South Australia. Established in 1985, we specialize in communications solutions like cloud telephony, SIP trunking, and AI-driven software for business communication. We also offer healthcare technologies including nurse call systems, fall...

  • Service Desk Manager

    4 weeks ago

    India Telelink Business Systems Full time

    Company DescriptionTelelink Business Systems is a telecommunications and IT solutions provider based in Adelaide, South Australia. Established in 1985, we specialize in communications solutions like cloud telephony, SIP trunking, and AI-driven software for business communication. We also offer healthcare technologies including nurse call systems, fall...

  • Service Desk Manager

    4 weeks ago

    India Telelink Business Systems Full time

    Company Description Telelink Business Systems is a telecommunications and IT solutions provider based in Adelaide, South Australia. Established in 1985, we specialize in communications solutions like cloud telephony, SIP trunking, and AI-driven software for business communication. We also offer healthcare technologies including nurse call systems, fall...