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 workplace.

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.
Solid 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