Job DescriptionKey Responsibilities

N

n
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:

N

n
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
Positive knowledge of Microsoft Office / Microsoft 365 applications.
N
Experience with ITSM tools and ticketing systems, such as ServiceNow or similar platforms.
N
Solid 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 Bengaluru (India)
🏢 Neurones IT Asia
📍 India