About the Job

As the Service Desk Team Lead – Remote Support, you will oversee a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. This role includes team leadership, performance management, escalations, and continuous process improvement in a remote support environment.

As a Service Desk Team Lead, You Will:

- Lead, mentor, and motivate a team of remote support analysts.
- Conduct one-on-one and team meetings to ensure effective communication and team alignment.
- Manage SLAs for response times, resolution accuracy, and user satisfaction.
- Triage and escalate incidents based on priority for timely resolution.
- Provide performance feedback and drive improvement plans where necessary.
- Monitor team KPIs and SLAs to ensure operational efficiency.
- Evaluate and improve remote support processes and implement IT support best practices.
- Develop and maintain technology process documentation, SOPs, and service catalogs.
- Handle escalations from the Global Service Desk and ensure proper ticket resolution workflow.




- Create detailed operational reports and presentations using Excel and Google Slides.
- Provide support for hardware/software/network issue diagnosis and resolution.

As a Service Desk Team Lead, You Have:

- A full time technical graduate degree.
- 7+ years of experience in IT operations, with at least 2 years in a TL/Supervisor role.
- Experience in remote support and ticketing tools (JIRA, ServiceNow, Remedy).
- Knowledge of ITIL processes (especially Incident, Problem, and Change Management);

certification is a plus.

- Experience with Windows OS, Active Directory, VPN, VDI, Office 365 & G Suite admin tasks.
- Proficiency in technical documentation, root cause analysis, and performance optimization.
- Strong communication, presentation, and multitasking skills.
- A detail-oriented mindset with a commitment to continuous improvement.
- Flexibility to work in shifts and extended hours as needed.

📌 Service Desk Team Lead (Secunderabad)
🏢 IntouchCX
📍 Secunderabad