We are Hiring IT Service Desk Lead for Chennai location

Join us and become a part of a transformative Team

? Education: Bachelor's degree in Computer Science, IT, Engineering or a related field.
? Experience: 6–10 years of IT service desk or end-user support experience, with at least 2 years as a Team Lead or Shift Lead.
? Location: Chennai (Work from Office)
? Employment Type: Full-Time
? Workdays: 5 working days

" Candidates who are willing to consider relocation to Chennai are encouraged to apply. Immediate joiners and candidates serving a short notice period are highly preferred."

Role overview
We are an IT Managed Service Provider looking for an IT Service Desk Lead to run our multi-client service desk from our Chennai office during UK business hours. You will lead a team of L1/L2 analysts supporting several clients at once, each with its own contract, SLAs, ITSM workflows and escalation paths.
The role blends hands-on technical troubleshooting with people leadership, contract-driven SLA delivery, ITIL process ownership and client-facing service reviews.



You will help onboard current clients to the desk and grow our footprint within existing accounts.
Key roles and responsibilities
Team leadership and people management
• Lead, mentor and motivate a team of L1/L2 analysts working across shared (multi-client) and dedicated client pods.
• Plan shift rosters, leave cover and skill mix so every client is covered by trained analysts through UK business hours.
• Cross-train analysts on multiple client environments to reduce single points of failure.
• Conduct daily huddles, one-to-ones, monthly performance reviews and annual appraisals.
• Run onboarding and client-specific training, and handle attendance, conduct and performance issues in line with HR policy.

Service desk operations
• Oversee the full ticket lifecycle for all clients across phone, email, chat and self-service portal channels.
• Monitor queues across multiple ITSM instances or client tenants in real t

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