ABOUT THE ROLE

Join us as a Service Desk Lead - IT & Lead Support in Gurugram, Haryana, India. This is a full time, on-site position with a requirement to join within 60 days.

KEY RESPONSIBILITIES

1. Supervise and lead a team of remote support specialists, ensuring effective management and troubleshooting of live museum kiosks, smart city applications, and digital displays using advanced diagnostic tools and remote management software.

2. Ensure rapid closure of support tickets while maintaining high standards of service quality and operational efficiency through automation and process optimization.

3. Oversee IT service desk operations, ensuring compliance with ITIL principles, adherence to service level agreements (SLAs), and implementation of best practices in incident, problem, and change management.

4. Prepare and present detailed SLA reports to management, highlighting performance metrics, root cause analysis, and areas for improvement using data analytics tools.

REQUIRED SKILLS AND EXPERIENCE

1.



Proven experience in IT service desk management and team leadership, with a focus on technical support for digital and interactive technologies.

2. Strong understanding of ITIL principles, SLA reporting, and experience with IT service management (ITSM) tools such as ServiceNow or JIRA.

3. Excellent leadership and communication skills, with the ability to motivate and guide a team in a technical environment, fostering a culture of continuous improvement and technical excellence.

4. Ability to manage multiple tasks and priorities in a fast-paced environment, with expertise in technical troubleshooting and problem-solving methodologies.

WHAT WE OFFER A dynamic work environment within a leading tech-experiential company, opportunities for professional growth, and the chance to work on innovative projects that combine creativity and technology.

📌 Service Desk Lead - IT & Lead Support (Gurugram)
🏢 Tagbin Services
📍 Gurugram