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
Solid 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 rapid-paced setting

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