We're Hiring Service Desk Lead

Location: Bangalore

Experience: 5–12 Years

We are looking for an experienced Service Desk Lead to manage IT service desk operations and ensure smooth delivery of end-user support services.

Key Responsibilities:

- Lead and manage day-to-day Service Desk operations.
- Handle L1/L2 support teams and ensure SLA adherence.
- Monitor incident, problem, and service request management.
- Manage escalations and ensure timely resolution of critical issues.
- Drive ITIL-based service management processes.
- Track KPIs, CSAT, ticket volumes, and team performance.
- Coordinate with technical teams and stakeholders.
- Conduct team meetings, performance reviews, and knowledge-sharing sessions.

Required Skills:

- Solid experience in Service Desk / IT Support Management.
- Hands-on experience with ITIL processes.
- Knowledge of ServiceNow, Remedy, or Jira.
- Experience in Incident, Problem, and Change Management.
- Excellent communication and stakeholder management skills.
- Team handling and escalation management experience.

📌 Service Desk Lead - Bangalore (Bengaluru)
🏢 Pracyva Consulting Services
📍 Bengaluru