Roles and Responsibilities

Lead and manage a small service desk team, ensuring high performance and adherence to service standards.

Identify and implement optimization opportunities involving automation and AI to improve service efficiency.

Monitor team metrics and drive continuous improvement in service quality and user satisfaction.

Coordinate incident and service request management, ensuring timely resolution and appropriate escalation when required.

Develop and maintain knowledge management processes to equip the team with up-to-date information.

Collaborate with infrastructure, applications, hardware, and desktop support teams to ensure seamless issue resolution.

Act as the escalation point for critical incidents and manage communications with internal and external stakeholders.

Promote self-service catalogues and intelligent routing to reduce ticket volume and improve user empowerment.

Drive the adoption of digital ITSM processes and tools to enhance service delivery and automation capabilities.

Support the implementation of advanced analytics and AI-driven solutions for proactive issue detection and resolution.

📌 Service Desk Lead (Mumbai)
🏢 LTM
📍 Mumbai