Job DescriptionService Desk Lead
nService Desk Lead
nLocation: Mumbai
nExperience: 8 years to 13years
nInterview Mode: Online Interview
nInterview Date: 4th Sep 2025 (Friday)
nInterview Time: 11: 00 AM to 1: 00 PM
nMandatory skills: IT Service Desk Operations, Service Now, SLA Management, KPI Tracking, First Call Resolution (FCR), CSAT, Queue Management, Team Handling, People Management, Shift & Roster Management
nMust-Have:
nTechnical Skills
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- Windows/macOS supportn
- Networking basics (DNS, DHCP, TCP/IP)n
- ServiceNow ITSMn
- Active Directory & Office 365n
- VPN, MFA, remote accessn
- Endpoint & hardware troubleshootingn
- Remote support toolsn

nSoft Skills
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- Solid communication & leadershipn
- Customer‐focused mindsetn
- Problem‐solving & decision‐makingn




- Ability to work under pressuren
- Team collaborationn

nGood to have:
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- ServiceNown
- Agile Methodologyn
- Incident managementn

nKey responsibilities:
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- Lead and mentor Service Desk analystsn
- Handle escalations and major incidentsn
- Ensure SLAs, KPIs, and CSAT targets are metn
- Coordinate with L2/L3 and cross‐functional teamsn
- Drive FCR, RCA, and continuous improvementn
- Monitor ticket queues and shift coveragen
- Maintain ITIL process compliancen
- Support training, onboarding, and reportingn

n15 years of Continuous Education.

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