This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Desk Team Lead based in India.
We are seeking an experienced Service Desk Team Lead to oversee global IT support operations and drive high-quality service delivery across Level 1 and Level 2 support teams.
This role combines technical expertise, people leadership, and operational excellence to ensure smooth 24/7 service desk performance.
You will guide support analysts, improve processes, manage escalations, and help deliver exceptional end-user experiences.
The position requires a strong understanding of IT infrastructure, ITIL practices, automation opportunities, and service management principles.
You will collaborate with cross-functional technology teams while promoting continuous improvement and operational efficiency.
This is an prospect to lead a dynamic support environment where your expertise directly impacts service quality and business continuity.
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Accountabilities:




The Service Desk Team Lead will be responsible for managing daily service desk operations, supporting team development, and ensuring consistent delivery of efficient IT support services. The role requires hands-on involvement in troubleshooting, process optimization, reporting, and stakeholder communication.
Lead, mentor, and support a global team of Level 1 and Level 2 service desk analysts.
Establish performance objectives, provide coaching, and conduct regular team reviews.
Manage daily service desk activities, ensuring incidents and requests are resolved within agreed service levels.
Coordinate shift handovers to maintain continuous service coverage across global operations.
Handle major incidents, escalations, and complex technical issues through effective coordination.
Monitor key performance indicators including response times, backlog, first-call resolution, and service quality metrics.
Optimize workload distribution, prioritization, and escala

📌 Service Desk Team Lead (India)
🏢 Jobgether
📍 India