Service Desk SME / Shift Lead | ITIL | ServiceNow | 24/7 Operations

Role & responsibilities

• Lead and manage daily Service Desk operations across shifts, ensuring seamless support coverage.
• Monitor ticket queues (P1P4) and ensure adherence to response and resolution SLAs.
• Act as the primary escalation point for critical and major incidents (P1/P2) and drive timely resolution.
• Coordinate with cross-functional teams to resolve complex technical and operational issues.
• Ensure effective shift handovers and maintain accurate operational documentation.
• Manage team schedules, attendance, and shift adherence to maintain service levels.
• Provide coaching, mentoring, and performance guidance to Service Desk analysts.
• Drive continuous service improvement initiatives and process optimization activities.
• Ensure compliance with ITIL processes, including Incident, Problem, and Change Management.
• Proactively identify SLA risks, manage escalations, and communicate status updates to stakeholders.
• Prepare and present weekly/monthly operational reports, dashboards, and KPI metrics
• Analyze ticket trends, identify recurring issues, and recommend corrective actions.
• Maintain high levels of customer satisfaction through effective service delivery and issue management.
• Track and improve key operational metrics including SLA compliance, FCR, CSAT, backlog management, and productivity.

Preferred candidate profile

We are looking for a proactive Service Desk SME / Shift Lead with 5-7 years of experience in IT Service Desk operations. The ideal candidate should possess strong ITIL knowledge, hands-on experience in major incident management, SLA governance, team leadership, stakeholder management, and service delivery excellence. Candidates with experience supporting global clients in a 24x7 environment and expertise in ServiceNow, reporting, and operational analytics will be highly preferred.