Service Desk Lead

Job Description

SN

Required Information

Details

1

Role

Service Desk Lead

2

Required Technical Skill Set

Excellent Communication skills.

Team Management,

Process Governance,

Reporting,

Shift & Resource Planning

Desired Experience Range

4-8 Yrs.

Location of Requirement

Noida

Keywords

IT Service Desk, IT Help Desk

Desired Competencies (Technical/Behavioral Competency)

Primary Skills

1.Leadership & People Management - Proven ability to lead large

teams, manage multiple services or 24/7 services, and build a

high-performance culture.

2.Strong knowledge of ITIL framework and service desk

operations.

3.Experience in managing IT support teams (minimum 5+ years,

with at least 2 years in a lead role).

4.Excellent leadership, communication, and problem-solving

skills.

5.Familiarity with ticketing tools (e.g., ServiceNow, Remedy).

6.Ability to handle high-pressure situations and escalations

effectively.

Secondary Skills

1.Previous ITSM / Incident management or Service desk

experience managing cases and troubleshooting incidents

2.Strong knowledge in capacity management, resource planning,

reporting & analytics.

Skills:- Service desk, Process improvement, Reporting, Help desk, IT service management and ITIL