Service Desk Lead

Job Position : Service desk lead

Exp-Range-7 -15Years

Required Tech stack :Service desk, ITIL, ITSM, Change management , incident management , Stakeholder management , Service now

Interview Date :10-Sep-26

Interview mode :Virtual

Venue : Delhi/NCR

Must have

• 7 years of experience in Service Desk / Service Delivery environments.
• Strong experience with ServiceNow or similar ITSM platforms.
• ITIL Foundation certification preferred.
• Excellent leadership, communication, and stakeholder management skills.
• Lead day-to-day Service Desk operations across phone, email, chat, and self-service channels.
• Ensure SLA, KPI, and operational targets are consistently achieved.
• Monitor incident queues, ticket backlog, aging, and service request resolution.
• Act as the primary escalation point for major incidents and business-critical issues.
• Drive adherence to ITIL processes, including Incident, Problem, Request, and Change Management.
• Coordinate with EUC, Infrastructure, Network, Security, and Application teams for issue resolution.
• Monitor and improve CSAT, DSAT, and First Contact Resolution (FCR) metrics.
• Conduct quality reviews and ensure service excellence across all support channels.
• Prepare operational reports, dashboards, and management presentations.
• Identify automation opportunities and drive self-service adoption.
• Lead service improvement initiatives and enhance overall user experience.