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 (India)
🏢 Experis
📍 India