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 environment 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, ensuring that requests / ticket journey is followed as per agreed SLA

Create reports on advanced excel, slides and necessary IT operational documents (SOPs, TSBs etc.)

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for end users As Service Desk Team Lead, You Have… Must be a full-time technical graduate

Must have at least 7 + years of experience in IT operations at least 2 years as a TL or Supervisor

Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing

Remote support experience necessary

Must be familiar with problem, defect and incident management

Must have experience in working on ticketing system tools like Jira, Service Now or Remedy





Familiarity with IT service management (ITSM) processes and tools

Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus

ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management

Hands-on work experience with the following:

Windows Operating systems

Active Directory

Office 365 user administration

G Suite user administration

User account creation for Active Directory, Exchange Mailboxes, Distribution lists VPN and VDI

Ability to work well in a dynamic environment and multi-task (short delivery timescales; an evolutionary business environment with changing requirements and priorities; interaction with business users and other technology teams etc.)

Must demonstrate a strong analytical and problem-solving skill

Must be self-motivated, with robust ability to work both independently and with teams and managers as appropriate

Must have experience performing root cause analysis and collaborating with technical teams of diverse IT related skill sets

High levels of productivity and effectiveness

Effective verbal and written communicator, able to adapt delivery style and language to suit the audience

Able to win respect by working with people at all levels across IT and within the business

Strong presentation skills including formal and informal presentation of work and assessments to critical audiences

Must have keen attention to detail

Flexible to work in shifts and extended hours

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