IT Support/Service Desk Lead

Role & responsibilities

• Lead and manage a team of technical support engineers, providing guidance, mentorship, and support to ensure exceptional customer service.
• Lead and oversee 24x7 shift operations, ensuring optimal staffing, workload distribution, roster management and timely responses to customer inquiries as per defined SLAs.
• Serve as an escalation point for complex technical issues and customer concerns, ensuring timely and effective problem resolution - Develop, implement, and enforce Standard Operating Procedures (SOPs) to maintain consistent service quality and Standards Compliance - Conduct Problem Analysis to identify root causes of recurring issues and implement preventative measures
• Collaborate with Cross-Functional Teams and External Partners to ensure seamless service delivery and support for integrated systems
• Manage Service Desk operations, including incident management, request fulfillment, etc.
• Communicate effectively with Customers, providing clear updates and managing expectations
• Apply Analytical Thinking to evaluate service metrics, identify trends, and recommend improvements
• Ensure adherence to all relevant Management Process guidelines and company policies

Preferred candidate profile

• Bachelors degree in computer science, computer Engineering, related field, or equivalent experience
• 10+ yrs experience with minimum of 6 years of relevant experience in Leading Service Desk and IT Support operations
• Proven experience in incident and request management, with strong adherence to SLAs and operational metrics
• Demonstrated ability to support or lead a team of service desk analysts, including mentoring, coaching, or serving as an SME/Lead - Strong understanding of ITIL processes & frameworks, including Incident, Request, and Escalation Management
• Familiarity with IT Service Management (ITSM) frameworks and process methodologies
• Willingness to work in night shifts/ flexible hours to lead and manage shift operations 24X7 - Proven track record in delivering high quality, productivity, and customer experience outcomes
• Strong communication, collaboration, and stakeholder management skills - Experience in service desk or IT support leadership roles
• Solid understanding of operations management principles - Demonstrated people management and team leadership capabilities
• Excellent analytical thinking and problem-solving skills - Strong interpersonal and communication abilities
• Experience in developing Standard Operating Procedures (SOPs) and ensuring standards compliance
• Ability to work with external customers and partners
• Experience in cross-functional collaboration and group problem-solving