Role & responsibilities

Position: Shift Lead / Service Desk Lead
Experience: 56 Years
Location: Noida – Sector 8
Salary: Up to 47000 CTC per month
Qualification: Any Graduate
Employment Type: Full-TimeJob SummaryWe are looking for an experienced Shift Lead / Service Desk Lead to manage day-to-day Service Desk operations and lead a team of IT support professionals. The ideal candidate should have strong knowledge of ITIL V4, ITSM processes, Service Desk operations, and ITSM tools, along with good team-handling and customer-management skills.Key Responsibilities

- Lead and manage the day-to-day operations of the IT Service Desk.
- Handle and monitor Service Desk team performance, productivity, and service quality.
- Ensure incidents, service requests, and user queries are logged, tracked, and resolved within defined SLAs.
- Manage escalations and coordinate with L2/L3 support teams for timely resolution.
- Ensure adherence to ITIL V4 and ITSM best practices.
- Monitor SLA, TAT, ticket backlog, response time, and resolution time.
- Prepare and review daily/weekly/monthly Service Desk reports and MIS.
- Conduct team meetings, allocate work, and monitor individual team performance.
- Identify recurring issues and coordinate for problem management and permanent resolution.
- Work closely with internal IT teams, vendors, and stakeholders to resolve critical issues.




- Ensure proper documentation and adherence to Service Desk processes and procedures.
- Handle shift operations and ensure adequate team coverage.
- Drive continuous improvement initiatives within Service Desk operations.
- Support audits and ensure compliance with defined ITSM processes.

Required Skills

- Strong knowledge of ITIL V4 framework.
- Good understanding of ITSM processes.
- Hands-on experience with ITSM/Service Desk tools.
- Experience in Incident Management, Request Management, Escalation Management, and SLA Management.
- Strong team-handling and leadership skills.
- Positive communication and interpersonal skills.
- Ability to handle customer escalations and critical incidents.
- Good analytical and problem-solving skills.
- Experience in preparing Service Desk MIS and performance reports.

Education

- Any Graduate qualification.
- ITIL V4 certification will be an added advantage.

Experience

- 5–6 years of relevant experience in IT Service Desk / IT Support / Service Desk Operations.
- Candidates with prior experience as Service Desk Lead, Shift Lead, Team Lead, or IT Support Lead will be preferred.

Compensation & LocationSalary: 47000 CTC per month
Location: Noida, Sector 8

Preferred candidate profile

Who can Handle 40 to 50 Service Desk Remote Support Team

Perks and benefits

Salary + PF and Other benefits as per Government Norms

📌 Job Opening For Shift Lead Noida
🏢 Aforeserve
📍 Noida