Job Summary

We are looking for an experienced Service Desk Lead to manage a team of 15 resources supporting 24x7 IT operations. The candidate will be responsible for managing ITSM processes, ensuring high customer satisfaction, handling major incidents, and driving continuous IT service improvements.

Key Responsibilities
Lead and manage a team of 15 service desk resources in a 24x7 support workplace.
Monitor and manage ITSM tools for ticketing.
Monitor and manage ITSM tools for Incident Management.
Monitor and manage ITSM tools for Change Management.
Monitor and manage ITSM tools for Problem Management.
Monitor and manage ITSM tools for Service Request Management.
Ensure timely resolution and escalation of incidents as per SLA/KPI requirements.
Attend and coordinate bridge calls during major incidents and provide leadership for quick resolution.
Prepare and present daily, weekly, and monthly MIS reports and operational reviews.
Drive adherence to ITIL best practices and service management standards.
Conduct team training sessions and mentoring for service improvement initiatives.
Collaborate with internal teams and customers to improve service delivery and customer satisfaction.
Manage shift rosters, team performance, and operational governance.




Identify process gaps and implement continuous improvement initiatives.
Ensure proper communication during outages, incidents, and planned maintenance activities.

Required Skills &
Qualifications
Solid experience in Service Desk / IT Support operations.
Experience managing teams in a 24x7 rotational shift environment.
Hands-on experience with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar platforms.
Incident Management.
Change Management.
Problem Management.
SLA Management.
ITIL best practices.
Excellent communication, stakeholder management, and customer handling skills.
Ability to manage major incident bridge calls effectively.
Strong analytical and reporting skills (MIS reporting).
Advanced Excel.

Preferred Qualifications
ITIL Certification preferred.
Experience in managing enterprise/global support settings is an advantage.
Graduation in Computer Science, IT, or related field preferred.

Key Competencies
Leadership &
Team Management
Customer Satisfaction Focus
Problem Solving &
Decision Making
Process Improvement
Operational Excellence
Communication &
Coordination

📌 Incident & It Helpdesk Manager Mumbai (India)
🏢 New Era Informatique
📍 India