We are looking for an experienced and customer-focused Service Desk Team Lead to lead the day-to-day operations of our Service Desk team. The role will be responsible for ensuring high-quality IT support services, timely resolution of incidents and service requests, and achievement of agreed SLAs and KPIs. The Service Desk Team Lead will provide guidance and support to Service Desk Analysts, manage workload and escalations, monitor operational performance, and ensure adherence to ITIL/ITSM processes and procedures. The role will also work closely with technical teams and key stakeholders to address recurring issues, improve service quality, and enhance the overall end-user experience. The ideal candidate will have strong people-management, communication, problem-solving, and operational-management skills, with a focus on customer satisfaction, team development, knowledge management, automation, and continuous service improvement.
Key Responsibilities
Service Desk operations and team leadership Incident and service request management SLA and KPI monitoring Escalation and priority management Customer and stakeholder communication Team coaching and development ITIL/ITSM process compliance Reporting and operational governance Knowledge management and shift/workload planning Automation and continuous service improvement
Skill Requirements
ITIL Foundation certification Experience leading a Service Desk or IT support team Exposure to ServiceNow or equivalent ITSM platforms Valuable working knowledge of Microsoft Excel and PowerPoint for operational reporting Experience with Service Desk automation, self-service, chatbots, or AI-enabled support is an advantage
Must Have Skill
English,Microsoft Windows,French
Good to Have Skill
Other Requirements
NA
📌 Senior Administrator - English, French, Microsoft Windows (India)
🏢 HCLTech
📍 India
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