About the Job
As the Service Desk Team Lead in Remote Support, you will be responsible for overseeing a team of remote support analysts, ensuring the delivery of high-quality technical support to end-users. Your role involves leading and coordinating the team, managing escalations, optimizing remote support processes, fostering a collaborative and efficient work setting and encouraging productivity and innovation.

As Service Desk Team Lead, You Will…

Lead, mentor, and motivate a team of remote support analysts
Conduct regular one-on-one and team meetings to ensure effective communication and address team needs
Manage SLAs for responsiveness, completeness of solutions provided, and user satisfaction.
Overview incidents based on its priorities and channelized to obtain an effective resolution within prescribed SLA
Produce and collect impeccable operational data in no time
Provide leadership to ensure the team has the tools, training, and mentorship required to succeed. Also, could lead, train and mentor team members, both from a technical and non-technical perspective




Monitor team performance and individual analyst metrics
Provide constructive feedback and implement performance improvement plans as necessary
Monitor metrics (e.g. KPI, SLA, etc.) to evaluate and improve performance
Continuously evaluate and optimize remote support processes for efficiency and effectiveness
Implement best practices to enhance the overall quality of support services
Overview and take ownership of any notification
Produce and maintain technology process documentation
Up scale the internal IT parameters (CMDB, Service Catalog etc)
Establish and optimize schedules to keep staff coverage and service in line with forecasted demands
Monitor agent calls, analyze performance and provide valuable feedback as well as chart out plans for improvement in quality & service standards
Act as an effective escalation point and overview all issues, requests coming from/to Global Service Desk, ensurin

📌 Service Desk Team Lead (Hyderabad)
🏢 Intouch CX
📍 Hyderabad