Job Summary: The Service Desk Lead is a leadership role within the Service Desk team. This individual will be responsible for representing the process within Service Operations, managing daily activities, reviewing and assigning tasks, handling escalations, and ensuring the timely completion of all required deliverables. When necessary, the Lead is also expected to perform functional tasks directly.

Additionally, they will oversee shift management and collaborate with the Team Manager to ensure effective staffing and coverage

Job Responsibilities: Team Leadership &

- Process Management – Oversee team operations, ensuring efficiency and alignment with business goals

Performance Monitoring – Track key metrics, analyze trends, and optimize service desk performance

Escalation Handling &

- Support – Manage complex issues and provide guidance to Tier 1 agents

Service Level Compliance – Maintain adherence to SLAs to meet business expectations

Stakeholder Communication – Keep management and teams informed on ticket statuses

Cross-Team Collaboration – Coordinate with multiple teams for issue resolution

Process Improvement &

- Audits – Identify inefficiencies and implement workflow enhancements

Training &

- Development – Mentor team members on troubleshooting and communication best practices. Design and execute structured training programs

Hands-on Coaching &

- Upskilling – Facilitate real-world training scenarios

Collaborative Learning &





- Knowledge Sharing – Drive team huddles and knowledge-sharing initiatives Education/Certifications: Bachelor’s degree Certifications pertinent to technology area(s) of expertise (preferred) Required/Desired Knowledge, Experience and Skills: Minimum 4 years of overall experience, with 2 years in Service Desk

Exposure on Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing technologies (ie Cisco, BiAmp, Crestron, Samsung, QSC)

Advanced level troubleshooting skills specific to technology area(s) of expertise, such as- Audio / DSP

Projection, Display, and digital signage systems

Unified Communications

Network Monitoring software (Auvik/Automate/Meraki/RMS/ECM Proficiency in leading both physical and virtual teams

Experience in dealing with third party-provided services

Operational ability in a diverse, large-scale setting

Exceptional customer-facing skills

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Fundamentals of ITIL (Information Technology Infrastructure Library) principles

People management and leadership Skills

Stakeholder management Skills

Capacity to train and guide team members.

Ability to manage and prioritize tasks efficiently

Solid resource planning and problem-solving skills

Readiness to demonstrate a proactive attitude

Excellent verbal and written communication skills

📌 Service Desk Lead- Bengaluru, IND-WKP
🏢 Diversified.
📍 Bengaluru