{"id":3316209,"url":"https://alion.io/job/procore-technologies-service-desk-lead","title":"Service Desk Lead","company":{"id":6716,"name":"Procore Technologies","domain":"procore.com","url":"https://alion.io/company/procore-technologies","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:26:20Z","employer_posted_date":null,"last_verified_at":"2026-10-27T00:26:20Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Job Description:\n\nThe Service Desk Lead is responsible for the day-to-day operational leadership of the IT Service Desk team, ensuring SLA targets are met, escalations are managed effectively, and analysts are supported, coached, and held accountable to performance standards. This role acts as the bridge between the Service Desk team and IT management, owning team-level metrics, scheduling, quality, and process governance while remaining hands-on for critical incidents.\n\nKey Responsibilities:\n\nSupervise the Service Desk team, including task allocation, shift/roster scheduling, coverage planning, attendance/leave management, and shift swaps.\nConduct coaching, identify skill gaps, coordinate training and onboarding plans, and handle first-line people issues.\nOwn overall team performance against SLAs (FCR, ART, CSAT, backlog, response/abandonment rates), monitoring queues in real time and reallocating resources during volume spikes or shortages.\nAct as incident commander for major incidents (P1/P2), driving communication, coordinating with Level 2/3 and vendors, and ensuring post-incident reviews are completed.\nOwn escalation paths between Service Desk and Level 2/3 teams, and manage the ITSM tool's queues, routing rules, and SLA configuration.\nReview and approve knowledge base articles, SOPs, and runbooks for accuracy and consistency.\nDrive continuous improvement, analysing incident trends for root-cause/problem elimination, identifying automation and self-service opportunities, and leading quality audits (ticket/call/chat reviews) with structured analyst feedback.\nOwn Service Desk SOPs, escalation matrices, and onboarding documentation;\nServe as the primary stakeholder contact for Service Desk performance and major incidents; prepare and present performance reports to IT leadership.\nRepresent the Service Desk in cross-functional forums (Change Advisory Board, Problem Management reviews, rollout planning) and lead shift handovers and team huddles.\n\nQualifications\n\n Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.\n 5–8 years of experience in an IT Service Desk, Help Desk, or Technical Support role guiding analysts including at least 2 years in a team lead, supervisory, or shift lead capacity\n Strong knowledge on ITIL process and hands on of ITSM tools such as ServiceNow, Jira, or similar ticketing systems.\n Excellent verbal and written communication skills\n Customer-focused approach with strong interpersonal skills.\n\nShift Pattern: U.S. Business Hours / Rotational Shifts (Flexible based on business requirements)\n\nRole is onsite and expected to work from office for 5 days","description_format":"text","description_chars":2659,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","PropTech","Construction","Construction Management Software"],"lifecycle":[{"event":"open","at":"2026-10-27T05:09:15Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":38,"reasons":["seen:2","velocity","win:early"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/procore-technologies-service-desk-lead","json_url":"https://alion.io/job/procore-technologies-service-desk-lead.json","meta":{"generated_at":"2026-10-29T10:27:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15861,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6716},"rest":"https://alion.io/mcp/rest/get_company?id=6716"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprocore-technologies-service-desk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprocore-technologies-service-desk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprocore-technologies-service-desk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/procore-technologies-service-desk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprocore-technologies-service-desk-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3316209}},{"tool":"search_jobs","arguments":{"company":"procore.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3316209},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}