Service Desk Lead

Service Desk Lead

Service Desk Lead

Location: Mumbai

Experience: 8 years to 13years

Interview Mode: Online Interview

Interview Date: 4th Sep 2025 (Friday)

Interview Time: 11: 00 AM to 1: 00 PM

Mandatory skills: IT Service Desk Operations, Service Now, SLA Management, KPI Tracking, First Call Resolution (FCR), CSAT, Queue Management, Team Handling, People Management, Shift & Roster Management

Must-Have:

Technical Skills

• Windows/macOS support
• Networking basics (DNS, DHCP, TCP/IP)
• ServiceNow ITSM
• Active Directory & Office 365
• VPN, MFA, remote access
• Endpoint & hardware troubleshooting
• Remote support tools

Soft Skills

• Strong communication & leadership
• Customer‑focused mindset
• Problem‑solving & decision‑making
• Ability to work under pressure
• Team collaboration

Good to have:

• ServiceNow
• Agile Methodology
• Incident management

Key responsibilities:

• Lead and mentor Service Desk analysts
• Handle escalations and major incidents
• Ensure SLAs, KPIs, and CSAT targets are met
• Coordinate with L2/L3 and cross‑functional teams
• Drive FCR, RCA, and continuous improvement
• Monitor ticket queues and shift coverage
• Maintain ITIL process compliance
• Support training, onboarding, and reporting

15 years of Continuous Education.