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

Required Skills & Experience:
- 5–8 years of experience in IT Support, Technical Support, or Service Desk environments.
- Proven experience in leading or managing an IT Support / Service Desk team.
- Strong experience in technical troubleshooting and problem resolution.
- Advanced knowledge of computer hardware,



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

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