Date: Jul 17, 2026

Job Requisition Id: 65468

Location:
Hyderabad, TG, IN Hyderabad, IN Hyderabad, TG, IN, 500081

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Experience

12+ Years

Job Description

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
- St

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