Open Positions:- 1

Work Location:- Charni Road, Mumbai

Work Timings:- General Shift

Responsibilities:

- Lead and manage the service desk team (CC and L1/L2 Engineers), providing guidance, support, and mentorship
- Ensure high-quality service delivery by monitoring ticketing tools and ensuring tickets are assigned, prioritized, and resolved within defined SLAs
- Collaborate closely with engineering teams to identify root causes of issues and implement effective solutions
- Develop and implement best practices for incident management, problem management, change management, and knowledge management
- Analyse service desk metrics to identify areas for improvement and track team performance
- Act as an escalation point for complex issues or dissatisfied customers, ensuring timely resolution
- Coordinate with other teams across the organization to ensure seamless communication and collaboration
- Create training programs to enhance the technical skills of the service desk team members
- Stay up-to-date with industry trends and advancements in service desk technologies
- Coordination with Client and Geekay HO
- Rostering of the Team and maintaining attendance records




- Addressing the grievances of team members
- Preparing, Presenting, and maintaining daily, weekly & monthly MIS reports to Client and Geekay HO.

Candidate Profile:

Experience:

- 6 -7 years (Total experience)
- 3 years (Relevant experience)

Qualification:

- Diploma/B.Sc./BCA/B.E (with specialization in Telecom/IT/Computers/Electronics)

Requirements:

- Prior experience as a Service Desk Team Lead or similar role is essential
- Demonstrated expertise in using ticketing tools (e.g., Service Now) and managing end-to-end service desk operations
- Strong technical background with knowledge of various operating systems, networking concepts, and IT infrastructure components
- Excellent leadership skills with the ability to motivate a team towards achieving objectives
- Exceptional problem-solving and decision-making abilities
- Excellent communication and interpersonal skills to effectively interact with stakeholders at all levels
- Ability to work under pressure and prioritize tasks in a fast-paced setting

📌 Team Lead – Service Desk (Mumbai)
🏢 Geekay Infotech
📍 Mumbai