Experience

12+ Years

Role Summary
The IT Service Desk Lead is responsible for leading the day-to-day operations of an enterprise IT Service Desk, ensuring exceptional end-user support while meeting agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction targets. This role manages Service Desk engineers, drives operational excellence, oversees incident and request management, and acts as the primary operational interface between the client and support teams. The ideal candidate combines strong technical knowledge, ITIL best practices, leadership capabilities, and a continuous improvement mindset to deliver high-quality managed services.

Key Responsibilities
Lead and manage 24x7 IT Service Desk operations supporting global users.
Ensure incidents and service requests are resolved within SLA commitments.
Manage ticket queues, escalations, major incidents, and shift operations.
Monitor and improve KPIs including SLA compliance, FCR, MTTR, backlog, and CSAT.
Coach, mentor, and develop Service Desk Analysts while managing staffing, scheduling,



and performance.
Conduct operational reviews, governance meetings, and client service reporting.
Drive Problem Management, RCA, Knowledge Management, and Continuous Service Improvement (CSI).
Collaborate with Infrastructure, Cloud, Network, Security, EUC, and Application support teams.
Drive automation, self-service, AI, and ITSM workflow optimization.
Ensure compliance with ITIL processes, client policies, security standards, and audit requirements.

Required Technical/ Functional Competencies

Required Skills
Solid knowledge of Incident, Request, Problem, Change, and Knowledge Management.
Experience with ServiceNow, ManageEngine, Jira Service Management, or BMC Remedy.
Knowledge of Microsoft 365, Active Directory, Entra ID, Windows, macOS, VPN, endpoint management, and remote support tools.
Working knowledge of AWS, Azure, or GCP and enterprise IT infrastructure.
Excellent communica

📌 Associate Lead Consultant (Hyderabad)
🏢 Yash Technologies
📍 Hyderabad