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 opportunity to lead a energetic support workplace where your expertise directly impacts service quality and business continuity.

Accountabilities:





The Service Desk Team Lead will be responsible for managing daily service desk operations, supporting team development, and ensuring consistent delivery of effective 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, prioritizatio

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