{"id":3249446,"url":"https://alion.io/job/willware-technologies-service-desk-team-lead","title":"Service Desk Team Lead","company":{"id":3800624,"name":"Willware Technologies","domain":"willwaretech.com","url":"https://alion.io/company/willware-technologies","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","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":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"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":"2026-10-25T17:22:49Z","employer_posted_date":null,"last_verified_at":"2026-10-25T17:22:49Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Company Name:WillwareTechnologies\nRole:Service Desk Team Lead\nExperience:8+ Years\nLocation: Mumbai\nWorkMode:Onsite\n Job Summary 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.\n Key Responsibilities Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.\nMonitor ticket queues, SLA adherence, KPIs, productivity, and overall team performance.\nAct as the escalation point for critical incidents and major issues.\nManage Incident, Service Request, and Problem Management processes in line with ITIL best practices.\nCoordinate with Infrastructure, Application, Network, Security, and Vendor teams for issue resolution.\nManage major incident communication and stakeholder updates during outages.\nConduct RCA for recurring and critical incidents and drive corrective actions.\nPlan shift schedules, staffing, workload allocation, and coverage for a 24/7 support environment.\nMentor, train, and evaluate Service Desk team members.\nMaintain SOPs, process documentation, knowledge articles, and operational procedures.\nTrack customer satisfaction and ensure a high level of service quality.\nPrepare and present management reports and dashboards covering SLA, KPI, ticket volumes, incident trends, and team performance.\nIdentify opportunities for continuous service improvement and process optimization.\nParticipate in Change and Release Management activities to minimize service disruptions.\nEnsure compliance with IT policies, security requirements, and audit standards.\n\n Required Skills 8-12 years of overall experience in IT Support / Service Desk / IT Operations.\nMinimum 3+ years of experience in a Service Desk Lead or Senior Service Desk role.\nStrong experience in Incident Management, Service Request Management, Problem Management, and Major Incident Management.\nGood understanding of SLA, KPI, ticket management, and service performance metrics.\nExperience managing and mentoring Service Desk teams.\nExperience working in a 24/7 shift-based support environment.\nStrong troubleshooting and escalation management skills.\nGood experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.\nStrong stakeholder and vendor management skills.\nGood understanding of ITIL processes and best practices.\nExcellent communication, leadership, and decision-making skills.","description_format":"text","description_chars":2606,"description_truncated":false,"requirements":{"experience_years_min":8,"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":["Custom Software Development","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-10-25T20:09:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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