Job DescriptionRoles & Responsibilities:The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- Effectively managing, developing, and training the service desk team.- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.- An ability to balance and plan the short-term actions of the team.- Knowledge and understanding of all relevant industry standards.- Knowledge and understanding of best practices for service management.- Solid communication skills, including the ability to be influential and persuasive with stakeholders.- As needed, schedule employees working times and provide backup support.- Conduct regular assessments and share the results with stakeholders.- Review and analyze communications between IT staff and customers.- Provide regular feedback based on the periodic performance review.- Manage process for communicating outage/emergency activities to the organization.- Motivates team through timely rewards recognitions.- Train, coach, and mentor Service Desk Specialists (Level 1 / 2)



including career development.- Ensure staff compliance with company policies and measures.- Knowledge on Service management concepts - namely Tools and techniques- Ability to maintain high confidentiality with sensitive information and data and display integrity.- Proactively manages risk and maintains proper documentation.- Proven abilities to work with data, analyze and draw inferences from the data available.- Ability to articulate effectively while reporting, creating minutes and action plans.- Ability to adapt quickly to changing priorities and conditions.- Should be able to lead from front with no/minimum guidance.What you will bring to the team- Experience - Minimum 8 years with minimum 3 years in a Service Desk Team Lead role.- Education - Graduation in any discipline .- Conducting and sharing results from service and operation performance reviews.- Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.- Managing escalations and maintaining feedback tracker .- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.- Experience in effectively interacting with employees or leadership teams from internal or client organizations.

📌 Team Lead - Service Desk (Bengaluru)
🏢 zones corporate solutions
📍 Bengaluru