Service Desk Lead

Job Description Job Description – Job Title: Service Desk Lead Location: India Hyderabad, Onsite (MTIC) Department: IT Infrastructure & Operations Reports To: IT Manager – IT Support Services Role Summary We are seeking an experienced and customer-focused Service Desk Lead to oversee day-to-day Service Desk operations and support a global user base across multiple time zones. This role will act as the operational lead for the Service Desk function, ensuring high-quality support delivery, effective ticket management, and continuous improvement of support services. The successful candidate will provide leadership and guidance to Service Desk Agents, drive adherence to SLAs and ITIL processes, and act as an escalation point for complex incidents and service requests. This is a hands-on role requiring strong technical troubleshooting capability combined with operational coordination and team leadership. The Service Desk Lead will play a key role in maintaining service quality, improving end-user experience, and supporting the ongoing development of support processes, tooling, and knowledge management practices. Key Responsibilities Service Desk Operations - Lead day-to-day Service Desk operations supporting global users across multiple time zones. - Monitor ticket queues and ensure incidents and service requests are managed within agreed SLAs. - Act as the primary escalation point for complex or high-priority support issues. - Ensure high levels of customer service and end-user satisfaction. - Coordinate workload distribution and shift coverage within the team. Incident & Request Management - Manage and resolve incidents related to hardware, software, access management, and end-user technologies. - Ensure proper ticket categorisation, prioritisation, documentation, and resolution. - Drive first-contact resolution and minimise ticket backlog. - Escalate issues appropriately to Infrastructure, Security, Applications, or third-party vendors. Team Leadership & Support - Provide guidance, mentoring, and day-to-day support to Service Desk Agents. - Assist with onboarding and training of new team members. - Promote a collaborative, customer-focused, and accountable team culture. - Support performance management and continuous skills development. Process & Continuous Improvement - Support implementation and adherence to ITIL-aligned support processes. - Contribute to knowledge base creation and maintenance. - Identify opportunities for automation, process improvement, and service optimisation. - Assist in developing SOPs and operational documentation. Reporting & Service Quality - Track and report on operational metrics including SLA performance, ticket trends, backlog, and customer satisfaction. - Highlight recurring issues and recommend corrective actions. - Ensure accurate documentation and reporting within ITSM platforms. Qualifications & Experience - Bachelor’s degree in Information Technology, Computer Science, or related field preferred. - 4–6 years of experience in IT Support or Service Desk operations. - Previous experience in a senior analyst, lead, or supervisory support role preferred. - Strong understanding of ITSM tools such as ServiceNow. - Good understanding of ITIL principles and support processes. - Experience supporting Windows environments, Microsoft 365, endpoint devices, and remote support tools. Key Skills - Strong troubleshooting and technical support skills. - Excellent communication and stakeholder management capability. - Ability to lead by example in a fast-paced support environment. - Strong organisational and ticket management skills. - Customer-first mindset with focus on end-user experience. - Ability to prioritise and manage multiple tasks effectively. Why Join Us? - Opportunity to help shape and mature a growing global IT support function. - Collaborative and fast-paced working environment. - Exposure to enterprise technologies and global operations. - Career growth and leadership development opportunities.