⚡ New
Service Desk Team Lead
Latinem Private Limited
HyderabadFull-timeMid LevelOn-site
Job Description
Job Title: Global Service Desk Team Leader
Location: Hyderabad
Department: Group IT
Key Responsibilities:
- Lead and mentor Service Desk Analysts.
- Manage daily service desk operations and SLA performance.
- Oversee incident, requests, problems, and escalation management.
- Act as an escalation point for major incidents.
- Drive continuous improvement initiatives.
- Collaborate with infrastructure, application, security, and vendor teams.
- Manage staffing, scheduling, and performance reviews.
- Prepare service reports and operational dashboards.
Required Skills & Qualifications :
- Bachelor’s degree in IT, Computer Science, or related field.
- 5 to 8+ years of IT support/service desk experience.
- Strong ITIL knowledge and service management expertise.
- Experience with ServiceNow, Remedy, Jira Service Management, or similar tools.
- Strong knowledge of Microsoft 365, Active Directory, Azure AD, VPN, and Windows environments.
- Excellent leadership and stakeholder management skills.
Posted Today