Service Desk Team Lead

Company Name:WillwareTechnologies

Role:Service Desk Team Lead

Experience:8+ Years

Location: Mumbai

WorkMode:Onsite

We are looking for an experienced Service Desk Team Lead to lead and manage day-to-day Service Desk operations in a 24/7 environment. The ideal candidate should have strong experience in IT support, incident and service request management, SLA/KPI management, team leadership, and stakeholder communication.

• Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.
• Monitor ticket queues, SLA adherence, KPIs, productivity, and overall team performance.
• Act as the escalation point for critical incidents and major issues.
• Manage Incident, Service Request, and Problem Management processes in line with ITIL best practices.
• Coordinate with Infrastructure, Application, Network, Security, and Vendor teams for issue resolution.
• Manage major incident communication and stakeholder updates during outages.
• Conduct RCA for recurring and critical incidents and drive corrective actions.
• Plan shift schedules, staffing, workload allocation, and coverage for a 24/7 support environment.
• Mentor, train, and evaluate Service Desk team members.
• Maintain SOPs, process documentation, knowledge articles, and operational procedures.
• Track customer satisfaction and ensure a high level of service quality.
• Prepare and present management reports and dashboards covering SLA, KPI, ticket volumes, incident trends, and team performance.
• Identify opportunities for continuous service improvement and process optimization.
• Participate in Change and Release Management activities to minimize service disruptions.
• Ensure compliance with IT policies, security requirements, and audit standards.

• 8-12 years of overall experience in IT Support / Service Desk / IT Operations.
• Minimum 3+ years of experience in a Service Desk Lead or Senior Service Desk role.
• Strong experience in Incident Management, Service Request Management, Problem Management, and Major Incident Management.
• Good understanding of SLA, KPI, ticket management, and service performance metrics.
• Experience managing and mentoring Service Desk teams.
• Experience working in a 24/7 shift-based support environment.
• Strong troubleshooting and escalation management skills.
• Good experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Strong stakeholder and vendor management skills.
• Good understanding of ITIL processes and best practices.
• Excellent communication, leadership, and decision-making skills.