Job Description

Job Title: Global Service Desk Team Leader

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Location: Hyderabad

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Department: Group IT

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Key Responsibilities:

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- Lead and mentor Service Desk Analysts.
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- Manage daily service desk operations and SLA performance.
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- Oversee incident, requests, problems, and escalation management.
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- Act as an escalation point for major incidents.
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- Drive continuous improvement initiatives.
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- Collaborate with infrastructure, application, security, and vendor teams.
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- Manage staffing, scheduling, and performance reviews.
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- Prepare service reports and operational dashboards.
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Required Skills & Qualifications :

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- Bachelor's degree in IT, Computer Science, or related field.
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- 5 to 8+ years of IT support/service desk experience.
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- Strong ITIL knowledge and service management expertise.
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- Experience with ServiceNow, Remedy, Jira Service Management, or similar tools.
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- Robust knowledge of Microsoft 365, Active Directory, Azure AD, VPN, and Windows environments.
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- Excellent leadership and stakeholder management skills.
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📌 Service Desk Team Lead (Hyderabad)
🏢 Latinem Private
📍 Hyderabad