Company Overview

JB Poindexter (India) Private Limited is a subsidiary of J.B. Poindexter &

- Co., Inc. a privately held diversified manufacturing company forecasting $2.5B in annual revenue and 8,500 team members in 2025. The eight operating subsidiaries, covering over 50 locations, are engaged in the production of commercial truck bodies, step-vans, utility trucks, funeral coaches, limousines, pickup truck bed enclosures, precision machining, and expandable foam plastic packaging. For more information, visit www.jbpoindexter.com JB Poindexter (India) Private Limited is the captive shared services unit of the J.B. Poindexter &
- Co., Inc. The company, wholly owned by J. B. Poindexter &
- Co., Inc. & is headquartered in Houston, Texas, USA.

Position Overview: As a Team Lead - Service Desk Administrator, you will lead and oversee Tier 1 and Tier 2 support operations for our customers via phone, email, and computer chat. You will guide the team in diagnosing, troubleshooting, and resolving technical issues by leveraging knowledge, tools, and best practices. You will ensure timely escalation of complex issues beyond the team’s span of control while driving service excellence and operational efficiency.

The successful candidate for this role will demonstrate strong leadership, analytical, and troubleshooting skills, possess experience with multiple technology platforms, and have the ability to manage, mentor, and develop a team. You will collaborate across teams, drive continuous improvement initiatives, and foster a culture of accountability and learning.

The employee is expected to adhere to ethics policies and practices as established by J.B. Poindexter &

- Co.

Responsibilities: Lead, mentor, and manage a team of service desk analysts to deliver Level I and Level II support across multiple business units

Oversee daily service desk operations, ensuring timely resolution of tickets and adherence to SLAs and KPIs

Monitor, prioritize, and assign service requests through the ticketing system using a first-in, first-out workflow while optimizing workload distribution





Act as the primary escalation point for complex or high-impact issues and drive resolution in collaboration with Tier 2 and Tier 3 teams

Demonstrate strong hands-on expertise in ServiceNow troubleshooting, with the ability to guide, mentor, and support team members in resolving ServiceNow-related issues effectively

Ensure high-quality customer support via phone, email, and chat, while promoting a customer-first mindset within the team

Review and validate documentation of customer interactions and ensure knowledge base updates for continuous improvement

Drive root cause analysis and implement preventive measures for recurring incidents

Conduct regular team performance reviews, provide coaching, and identify training needs for skill development

Collaborate with cross-functional teams to improve processes, tools, and service delivery standards

Oversee installation, configuration, and maintenance of computer hardware and software within the team’s scope

Supervise inventory management of IT equipment including company phones, monitors, PCs, and software, ensuring accuracy and accountability

Ensure adherence to all IT standards, policies, and procedures, and enforce compliance within the team

Promote and ensure compliance with Occupational Health &

- Safety Act rules, IHSA’s EUS rulebook, company safety practices, and environmental policies

Drive continuous improvement initiatives, including automation and process optimization within the service desk

Prepare and present performance reports, metrics, and insights to leadership

Perform other duties related to the above job purpose Qualifications Bachelor’s degree from a recognized university, with a major in MIS, Computer Technology, or Computer Engineering preferred

10+ years of relevant experience in IT Service/Helpdesk Support, including proven experience in leading and managing teams





Strong familiarity with ServiceNow, including troubleshooting and workflow management

Demonstrate strong hands-on expertise in ServiceNow troubleshooting, with the ability to guide, mentor, and support team members in resolving ServiceNow-related issues effectively

Experience supporting North America customers and time zones

Working knowledge of MFA, Office 365, Exchange, WEBEX, and TeamViewer

Proficiency with Mac and Windows-based systems

Demonstrated leadership, problem-solving, organizational, and time-management skills

High degree of judgment, discretion, and attention to detail

Strong analytical mindset with critical thinking and research capabilities

Accountable for team performance, quality of deliverables, and proper utilization of tools and resources, ensuring adherence to safety standards Characteristics of Success Robust passion for delivering exceptional internal customer experience

Effective leader with the ability to motivate, coach, and develop team members

Self-driven, proactive, and results-oriented mindset

Collaborative and team-oriented approach, avoiding siloed working styles

Ability to thrive in a fast-paced, evolving, and dynamic environment

Enthusiasm for solving complex technical challenges and driving team success Education and Experience Bachelor’s degree in MIS or an Information Technology-related field

CompTIA A+, Network+ preferred

Minimum 10+ years of IT service desk experience, with at least 5 years in a leadership/Team Lead role, preferably handling Level II support Code of Ethics:

JB Poindexter (India) Private Limited, requires the highest standard of ethics in all business dealings, with customers, suppliers, advisors, employees, and authorities. This position shall actively ensure that his/her own activities and those of all employees within the project meet this obligation. JBPCO critical standards and procedures related to expected conduct are detailed on the company website.

This position is expected to be familiar with these policies and ensure that they are implemented in all areas of control.

📌 JBPIND- Team Lead IT ServiceDesk (Bengaluru)
🏢 JB Pointdexter
📍 Bengaluru