Job Title: Global Service Desk Team Leader

Location: Hyderabad

Department: Group IT

Key Responsibilities:

- Lead and mentor Service Desk Analysts.
- Manage daily service desk operations and SLA performance.
- Oversee incident, requests, problems, and escalation management.
- Act as an escalation point for major incidents.
- Drive continuous improvement initiatives.
- Collaborate with infrastructure, application, security, and vendor teams.
- Manage staffing, scheduling, and performance reviews.
- Prepare service reports and operational dashboards.

Required Skills & Qualifications :

- Bachelor’s degree in IT, Computer Science, or related field.
- 5 to 8+ years of IT support/service desk experience.
- Strong ITIL knowledge and service management expertise.
- Experience with ServiceNow, Remedy, Jira Service Management, or similar tools.
- Robust knowledge of Microsoft 365, Active Directory, Azure AD, VPN, and Windows environments.
- Excellent leadership and stakeholder management skills.

📌 Service Desk Team Lead (Hyderabad)
🏢 Latinem Private
📍 Hyderabad