We are looking for a skilled professional with 2 to 7 years of experience to lead and manage a small service desk team, delivering efficient IT support and driving optimization through automation and AI. The ideal candidate will have strong knowledge of Windows 10/11 and in-depth troubleshooting of customer applications.

Roles and Responsibility

- Lead and manage a small service desk team to ensure 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 escalation when needed.

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

- Collaborate with infrastructure, applications, hardware, and desktop support teams for seamless issue resolution.

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





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

- Drive 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.

Job Requirements

- Solid knowledge of Windows 10/11 and in-depth troubleshooting of customer applications.

- Experience in leading and managing a small service desk team.

- Ability to identify and implement optimization opportunities involving automation and AI.

- Strong understanding of industry best practices for service desk operations.

- Excellent communication and problem-solving skills.

- Ability to work in a fast-paced environment and prioritize tasks effectively.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Specialist - Cloud & Infra Management (Mumbai)
🏢 LTM
📍 Mumbai