DL
Service Desk with team Lead
Diverse Lynx India
🇮🇳 India
On-site
Staff / Principal
3 weeks ago
- ITIL
- Change Management
3 weeks ago
Not enough detail in this posting to match
• 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.
Service Desk with team Lead · Diverse Lynx India