Company Overview:

JB Poindexter (India) Private Limited is a subsidiary of J.B. Poindexter & Co., Inc. a privately held diversified manufacturing company forecasting $2.5B in annual revenue and 8,500 team members in 2025. The eight operating subsidiaries, covering over 50 locations, are engaged in the production of commercial truck bodies, step-vans, utility trucks, funeral coaches, limousines, pickup truck bed enclosures, precision machining, and expandable foam plastic packaging. For more information, visit www.jbpoindexter.com

JB Poindexter (India) Private Limited is the captive shared services unit of the J.B. Poindexter & Co., Inc. The company, wholly owned by J. B. Poindexter & Co., Inc. & is headquartered in Houston, Texas, USA.

Position Overview:

As a Team Lead - Service Desk Administrator, you will lead and oversee Tier 1 and Tier 2 support operations for our customers via phone, email, and computer chat. You will guide the team in diagnosing, troubleshooting, and resolving technical issues by leveraging knowledge, tools, and best practices. You will ensure timely escalation of complex issues beyond the teams span of control while driving service excellence and operational efficiency.

The successful candidate for this role will demonstrate strong leadership, analytical, and troubleshooting skills, possess experience with multiple technology platforms, and have the ability to manage, mentor, and develop a team. You will collaborate across teams, drive continuous improvement initiatives, and foster a culture of accountability and learning.

The employee is expected to adhere to ethics policies and practices as established by J.B. Poindexter & Co.

Responsibilities:

- Lead, mentor, and manage a team of service desk analysts to deliver Level I and Level II support across multiple business units
- Oversee daily service desk operations, ensuring timely resolution of tickets and adherence to SLAs and KPIs
- Monitor, prioritize, and assign service requests through the ticketing system using a first-in,



first-out workflow while optimizing workload distribution
- Act as the primary escalation point for complex or high-impact issues and drive resolution in collaboration with Tier 2 and Tier 3 teams
- Demonstrate strong hands-on expertise in ServiceNow troubleshooting, with the ability to guide, mentor, and support team members in resolving ServiceNow-related issues effectively
- Ensure high-quality customer support via phone, email, and chat, while promoting a customer-first mindset within the team
- Review and validate documentation of customer interactions and ensure knowledge base updates for continuous improvement
- Drive root cause analysis and implement preventive measures for recurring incidents
- Conduct regular team performance reviews, provide coaching, and identify training needs for skill development
- Collaborate with cross-functional teams to improve processes, tools, and service delivery standards
- Oversee installation, configuration, and maintenance of computer hardware and software within the team’s scope
- Supervise inventory management of IT equipment including company phones, monitors, PCs, and software, ensuring accuracy and accountability
- Ensure adherence to all IT standards, policies, and procedures, and enforce compliance within the team
- Promote and ensure compliance with Occupational Health & Safety Act rules, IHSA’s EUS rulebook, company safety practices, and environmental policies
- Drive continuous improvement initiatives, including automation and process optimization within the service desk
- Prepare and present performance reports, metrics, and insights to leadership
- Perform other duties related to the above job purpose

Qualifications





- Bachelor’s degree from a recognized university, with a major in MIS, Computer Technology, or Computer Engineering preferred
- 10+ years of relevant experience in IT Service/Helpdesk Support, including proven experience in leading and managing teams
- Strong familiarity with ServiceNow, including troubleshooting and workflow management
- Demonstrate strong hands-on expertise in ServiceNow troubleshooting, with the ability to guide, mentor, and support team members in resolving ServiceNow-related issues effectively
- Experience supporting North America customers and time zones
- Working knowledge of MFA, Office 365, Exchange, WEBEX, and TeamViewer
- Proficiency with Mac and Windows-based systems
- Demonstrated leadership, problem-solving, organizational, and time-management skills
- High degree of judgment, discretion, and attention to detail
- Solid analytical mindset with critical thinking and research capabilities
- Accountable for team performance, quality of deliverables, and proper utilization of tools and resources, ensuring adherence to safety standards

Characteristics of Success

- Strong passion for delivering exceptional internal customer experience
- Effective leader with the ability to motivate, coach, and develop team members
- Self-driven, proactive, and results-oriented mindset
- Collaborative and team-oriented approach, avoiding siloed working styles
- Ability to thrive in a fast-paced, evolving, and dynamic environment
- Enthusiasm for solving complex technical challenges and driving team success

Education and Experience

- Bachelor’s degree in MIS or an Information Technology-related field
- CompTIA A+, Network+ preferred
- Minimum 10+ years of IT service desk experience, with at least 5 years in a leadership/Team Lead role, preferably handling Level II support

Code of Ethics:

JB Poindexter (India) Private Limited, requires the highest standard of ethics in all business dealings, with customers, suppliers, advisors, employees, and authorities.

📌 Team Lead - Service Desk Administrator (Bengaluru)
🏢 JB Poindexter
📍 Bengaluru