Job Role:

We are looking for an experienced Service Desk Team Lead to supervise the day-to-day operations of our IT Service Desk team and ensure timely and effective resolution of technical incidents and service requests. The ideal candidate should have robust hands-on experience in IT support, Jira ticketing, networking, troubleshooting, SLA management, and team coordination. Experience with Ubiquiti / UniFi network infrastructure will be highly preferred.

Job details

- Role: IT Service Desk Team Lead
- Job Type: Full-Time | Work from Office
- Location: Sec-67 Mohali
- Experience: 5-7 years
- CTC: ₹45,000- ₹50,000 per month

Key Responsibilities

- Lead, manage, and mentor the IT Service Desk team supporting L1 and L2 issues.
- Monitor and manage the Service Desk ticket queue through Jira, ensuring proper assignment, prioritization, escalation, and closure.
- Ensure incidents and service requests are resolved within defined SLAs.
- Provide technical guidance and support to team members for complex issues.
- Handle escalated issues related to hardware, software, user access, systems, and network connectivity.
- Troubleshoot networking issues involving TCP/IP, DNS, DHCP, VLAN, LAN/WAN, Wi-Fi, and VPN.
- Support and troubleshoot Ubiquiti / UniFi network devices and infrastructure.
- Monitor team performance against SLAs, KPIs, ticket backlog, and resolution times.
- Coordinate with internal teams and external vendors for issues requiring additional technical support.
- Ensure proper documentation of incidents, troubleshooting steps, and resolutions.
- Handle critical incidents and ensure timely escalation and communication to relevant stakeholders.
- Identify recurring technical issues and support root-cause analysis and preventive actions.
- Conduct regular team reviews, provide technical guidance, and identify training requirements.
- Ensure a high standard of user support and professional communication.

Required Skills & Qualifications





- 4–7 years of experience in IT Service Desk / IT Support.
- Previous experience as a Team Lead / Senior IT Support / Service Desk Lead.
- Strong experience managing and supporting an IT Service Desk team.
- Hands-on experience with Jira / Jira Service Management.
- Strong knowledge of ticket management and SLA monitoring.
- Hands-on experience with Ubiquiti / UniFi networking will be preferred.
- Strong troubleshooting, escalation-management, and problem-solving skills.
- Good written and spoken English.
- Strong team management and communication skills.
- Good knowledge of:
- Windows and desktop support
- Hardware and software troubleshooting
- Active Directory and user access
- TCP/IP
- DNS and DHCP
- VLAN
- LAN/WAN
- Wi-Fi and VPN

Preferred Qualifications

- ITIL Foundation or practical knowledge of ITIL processes.
- Experience working in a global or multi-location Service Desk environment.
- Relevant degree/diploma in IT, Computer Science, or a relate

Key Competencies

- Team leadership and people management
- Technical troubleshooting
- Ticket and SLA management
- Strong communication
- Customer-focused approach
- Decision-making and problem-solving
- Ability to manage multiple priorities
- Ability to work under pressure

Key Performance Indicators

- SLA compliance
- Ticket backlog and ageing
- First Response Time
- Resolution Time / MTTR
- First Contact Resolution
- Ticket quality and documentation
- Team productivity
- User satisfaction

Apply Now

- Job Application Form: https://tr.ee/d5y70Z
- WhatsApp: +91-(phone hidden)
- Call: +91-(phone hidden)
- Portfolio: https://linktr.ee/hireuglobal

Warm Regards, Hire U Global Staffing Team

Contact: +91-(phone hidden)

Pay: ₹45,000.00 - ₹50,000.00 per month

Benefits

- Commuter assistance
- Health insurance
- Leave encashment
- Provident Fund

Application Question(s):
- Do you have 5-6 years of relevant experience as IT Service Desk Team Leader?

Education:
- Bachelor's (Required)

Location:
- Mohali, Punjab (Required)

Work Location: In person

📌 IT Service Desk Team Leader (Sahibzada Ajit Singh Nagar)
🏢 HireU Global
📍 Sahibzada Ajit Singh Nagar