Job DescriptionKey Responsibilities:
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- Lead, mentor, andmanage 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

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 ofIncident, 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

📌 Hiring: Service Desk Team Lead (Karnataka)
🏢 Neurones IT Asia
📍 Karnataka