Service Desk Team Lead

📋 Description

• Oversee global IT support operations for Level 1 and 2 teams
• Lead, mentor, and support a dispersed service desk team
• Manage incidents, requests, and escalations to meet SLAs
• Coordinate shift handovers for 24/7 coverage
• Drive process improvements and service delivery efficiency
• Collaborate with cross-functional teams on IT initiatives

🎯 Requirements

• 5+ years IT support experience with at least 3 years in leadership
• Proven experience managing Level 1/2 service desk teams
• ITIL concepts and ITIL v4 Foundation certification required
• Experience with ServiceNow, Jira, Zendesk, Windows Server, Linux, AD/Group Policy
• Microsoft 365 administration, cloud basics (AWS/Azure), and analytics
• Strong leadership, communication, and stakeholder management

🎁 Benefits

• Competitive compensation up to INR 75,000 per month
• 6-month fixed-term contract
• Hybrid work model with some office presence
• WFH flexibility during late shifts
• Opportunity to lead global IT support operations
• Exposure to ITSM, automation, and cloud tech