Job Description
Key Responsibilities:
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- Lead, mentor, and manage the IT Support / Service Desk team to ensure high performance and operational efficiency.n
- Manage team schedules, task allocation, workload distribution, and daily support activities.n
- Act as the primary escalation point for critical and complex technical incidents.n
- Ensure timely incident resolution, effective communication, and a high level of customer satisfaction.n
- Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes.n
- Maintain accurate ticket documentation, escalation records, and operational reports.n

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nRequired Skills & Experience:
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- 5–8 years of experience in IT Support, Technical Support, or Service Desk environments.n
- Proven experience in leading or managing an IT Support / Service Desk team.n
- Solid experience in technical troubleshooting and problem resolution.n




- Advanced knowledge of computer hardware, software, operating systems, and networking concepts.n
- Hands-on experience with Windows, Linux and/or Mac OS environments.n
- Good knowledge of Microsoft Office / Microsoft 365 applications.n
- Experience with ITSM tools and ticketing systems, such as ServiceNow or similar platforms.n
- Strong understanding of Incident, Change, and Problem Management processes.n
- Excellent problem-solving, analytical, communication, and stakeholder-management skills.n
- Ability to manage escalations and handle challenging customer situations professionally.n
- ITIL Foundation certification is preferred.n
- Additional certifications such as CCNA, MCSE, ITIL Practitioner, or other relevant IT support certifications will be an advantage.n

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📌 Service Desk Team Lead (Bengaluru)
🏢 Neurones IT Asia
📍 Bengaluru