DL
Service desk lead
Diverse Lynx India
Location not stated
Staff / Principal
5 days ago
- ITIL
- Change Management
5 days ago
Not enough detail in this posting to match
Job Requirements:
• Bachelor's degree in computer science, Information Technology, or a related field (or equivalent practical experience).
• 8–12 years of overall experience in IT support or Service Desk operations.
• Minimum of 3+ years of experience in a Lead or Senior Service Desk role.
• ITIL Certification (Foundation minimum) – Preferred
• ITIL V4 - Preferred
Essential Skills: Key Responsibilities
• Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.
• Monitor daily operations, ticket queues, and team performance against SLAs and KPIs.
• Act as the primary escalation point for critical incidents and major issues.
• Drive incident, service request, and problem management processes in line with ITIL standards.
• Ensure high levels of customer satisfaction through effective communication and service delivery.
• Collaborate with infrastructure, application, and vendor teams for issue resolution.
• Conduct team training, mentoring, and performance evaluations.
• Analyze trends, identify recurring issues, and drive root cause analysis (RCA) and improvements.
• Manage shift schedules, staffing, and workload distribution in a 24/7 environment.
• Ensure proper documentation of processes, SOPs, and knowledge base articles.
• Drive continuous service improvement initiatives and process optimization.
• Generate reports and dashboards for management (SLA, performance, incident trends).
• Ensure compliance with organizational IT policies, security guidelines, and audit requirements.
• Participate in change management and release processes to ensure minimal service disruption.
• Manage stakeholder communication during outages and major incidents.
Soft Skills
• Strong leadership and team management skills
• Excellent communication and stakeholder management
• Customer-centric mindset
• Ability to work under pressure and handle critical situations
• Decision-making and conflict resolution skills
Education Requirements: Bachelor's degree in IT, Computer Science, or related field.
Certifications : ITIL Foundation
Experience Range: 8 to 12 Years
Location: MUMBAI
Service desk lead · Diverse Lynx India