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.
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Manage team schedules, task allocation, workload distribution, and daily support activities.
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Act as the primary escalation point for critical and complex technical incidents.
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Ensure timely incident resolution, effective communication, and a high level of customer satisfaction.
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Monitor service desk operations and ensure compliance with Incident, Change, and Problem Management processes.
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Maintain accurate ticket documentation, escalation records, and operational reports.
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Required Skills & Experience:

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5–8 years of experience in IT Support, Technical Support, or Service Desk environments.
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Proven experience in leading or managing an IT Support / Service Desk team.
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Robust experience in technical troubleshooting and problem resolution.
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Advanced knowledge of computer hardware, software, operating systems, and networking concepts.
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Hands-on experience with Windows, Linux and/or Mac OS environments.
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Positive knowledge of Microsoft Office / Microsoft 365 applications.
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Experience with ITSM tools and ticketing systems, such as Service Now or similar platforms.
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Robust understanding of Incident, Change, and Problem Management processes.
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Excellent problem-solving, analytical, communication, and stakeholder-management skills.
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Ability to manage escalations and handle challenging customer situations professionally.
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ITIL Foundation certification is preferred.
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Additional certifications such as CCNA, MCSE, ITIL Practitioner, or other relevant IT support certifications will be an advantage.
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📌 Service Desk Team Lead Karnataka
🏢 Neurones IT Asia
📍 Karnataka