Service Desk Team Lead – 24/7 Operations

About the role

We are looking for a Service Desk Team Lead to manage a group of Technical Service Desk Analysts in our Gurgaon centre. The role involves ensuring smooth day‑to‑day operations, meeting SLA targets, and maintaining internal and external governance across a 24 × 7 shift.

Key responsibilities

• Monitor call and ticket volumes to guarantee SLA compliance.
• Track and analyse CPI, KPI and CSAT metrics, driving continuous improvement.
• Plan staffing and scheduling to match workload demand.
• Report daily performance to internal and client stakeholders.
• Conduct ticket analysis to improve first‑time fix rates and reduce backlog.
• Collaborate with Quality, Training, Knowledge Management, Incident Management and Service Transition teams.
• Handle escalations, provide root‑cause analysis and required artefacts.
• Maintain communication with internal and client stakeholders for issue resolution.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 10+ years of experience in IT service desk environments.
• Strong team and client handling abilities with excellent communication.
• Analytical mindset to proactively identify and highlight issues.

Required skills

• Advanced Excel.
• ServiceNow platform.
• Telephony reporting tools.
• ITIL 4 practices.
• Knowledge of ITSM processes.

What we offer

• Group medical insurance.
• Cab facility.
• Meals and snacks.
• Continuous learning program.