Service Desk Lead

Overview

Lead Global Service Desk operations and ensure incident/service request handling, SLA compliance, and team performance in a 24x7 support environment.

What you'll do

• Manage incident, service request, calls, chats, and ticket queue operations.
• Drive SLA compliance, including timely acknowledgements, resolutions, and backlog management.
• Lead and coach Service Desk Analysts and act as a first escalation point.
• Lead resolution of escalated and high-priority incidents and coordinate with resolver groups, vendors, and support teams.
• Ensure adherence to ITSM standards, ticket quality requirements, and ServiceNow processes.
• Monitor and report operational KPIs (e.g., SLA performance, MTTR, customer satisfaction) and drive continuous improvement.

What you'll need

• Proven experience leading Service Desk or IT Operations teams.
• Strong knowledge of ITIL/ITSM frameworks and ServiceNow.
• Capability in incident management, stakeholder engagement, and operational governance.
• Excellent leadership, communication, analytical, and decision-making skills.
• Ability to lead high-performing teams in a fast-paced, 24x7 support environment.

Details

• Location: Noida, India.