Role & responsibilities

Service Desk Team Lead

Primary Responsibilities

- Lead the Service Desk team and manage daily operations.

- Handle and monitor incident/service request tickets.

- Ensure SLA compliance and timely ticket resolution.

- Coordinate with internal teams and stakeholders.

- Manage ticket escalations.

- Track team performance and prepare reports.

- Support end users with technical issues.

- Coordinate project-related activities and deployments.

Mandatory Skills

- Service Desk

- IT Service Desk

- Ticket Handling

- Incident Management

- Service Request Management

- Project Coordination

- Team Leadership

- SLA Management

- Escalation Management

- Customer Support

- ITIL

- ServiceNow / Remedy / JIRA (any ticketing tool)

- MS Excel & Reporting

- Immediate Joiner

Preferred Skills





- Team Management

- Technical Support

- Desktop Support

- Active Directory

- Office 365

- Windows Support

- Remote Support

- Problem Management

- Change Management

- Root Cause Analysis (RCA)

- Lead the Service Desk team and manage daily operations.

- Handle and monitor incident/service request tickets.

- Ensure SLA compliance and timely ticket resolution.

- Coordinate with internal teams and stakeholders.

- Manage ticket escalations.

- Track team performance and prepare reports.

- Support end users with technical issues.

- Coordinate project-related activities and deployments.

📌 Service Desk Team Lead (Mumbai)
🏢 Experis
📍 Mumbai