Company Name:WillwareTechnologies

Role:Service Desk Team Lead

Experience:8+ Years

Location: Mumbai

WorkMode:Onsite

Job Summary

We are looking for an experienced

Service Desk Team Lead to lead and manage day-to-day Service Desk operations in a 24/7 environment. The ideal candidate should have strong experience in IT support, incident and service request management, SLA/KPI management, team leadership, and stakeholder communication.

Key Responsibilities

- Lead and manage the Service Desk team to ensure timely resolution of incidents and service requests.

- Monitor ticket queues, SLA adherence, KPIs, productivity, and overall team performance.

- Act as the escalation point for critical incidents and major issues

.

- Manage Incident, Service Request, and Problem Management processes in line with

ITIL best practices

.

- Coordinate with Infrastructure, Application, Network, Security, and Vendor teams for issue resolution.

- Manage major incident communication and stakeholder updates during outages.

- Conduct

RCA for recurring and critical incidents and drive corrective actions.

- Plan shift schedules, staffing, workload allocation, and coverage for a

24/7 support environment

.

- Mentor, train, and evaluate Service Desk team members.

- Maintain SOPs, process documentation, knowledge articles, and operational procedures.





- Track customer satisfaction and ensure a high level of service quality.

- Prepare and present management reports and dashboards covering SLA, KPI, ticket volumes, incident trends, and team performance.

- Identify opportunities for continuous service improvement and process optimization

.

- Participate in Change and Release Management activities to minimize service disruptions.

- Ensure compliance with IT policies, security requirements, and audit standards.

Required Skills

- 8-12 years of overall experience in

IT Support / Service Desk / IT Operations

.

- Minimum

3+ years of experience in a Service Desk Lead or Senior Service Desk role

.

- Strong experience in

Incident Management, Service Request Management, Problem Management, and Major Incident Management

.

- Good understanding of

SLA, KPI, ticket management, and service performance metrics

.

- Experience managing and mentoring Service Desk teams.

- Experience working in a

24/7 shift-based support environment

.

- Strong troubleshooting and escalation management skills.

- Good experience with ITSM tools such as

ServiceNow, BMC Remedy, Jira Service Management, or similar platforms

.

- Robust stakeholder and vendor management skills.

- Good understanding of ITIL processes and best practices.

- Excellent communication, leadership, and decision-making skills.

📌 Service Desk Team Lead (Mumbai)
🏢 Willware Technologies
📍 Mumbai