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.

- Solid ITIL knowledge and service management expertise.

- Experience with ServiceNow, Remedy, Jira Service Management, or similar tools.

- Strong 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