About the Role


We are seeking a Service Desk Team Leader to lead and manage a team of Service Desk Analysts in a 24x7 support environment while ensuring the achievement of service levels, operational excellence, and customer satisfaction.


Key Responsibilities

Lead and manage a team of Service Desk Analysts in a 24x7 support environment.

Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets.

Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities.

Ensure compliance with ITIL-aligned service management processes and procedures.

Conduct team huddles, coaching sessions, performance reviews, and development planning.

Manage attendance, schedule adherence, workforce utilization, and leave planning.

Analyze operational performance and implement improvement initiatives.

Conduct root cause analysis for operational issues and SLA misses.

Participate in client governance meetings and business reviews.

Collaborate with internal support functions and stakeholders.

Prepare reports, dashboards, and governance presentations.

Drive continuous improvement initiatives.

Ensure compliance with operational standards and documentation requirements.


Qualifications

Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)

4–6 years of IT Service Desk experience

1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment

Experience supporting enterprise Service Desk environments

Experience managing voice, chat, email, and ticket support channels

Knowledge of ITIL Foundation principles and service management processes

Proficiency in ServiceNow or similar ITSM tools

BPO Experience is required

Working knowledge of Microsoft 365, Active Directory, and remote support tools

Strong leadership, coaching, stakeholder management, and problem-solving skills

Excellent verbal and written communication skills