Service Desk Team Lead - ITIL

Job Title : Service Desk Team Lead

Role Type : Fixed Term Direct Contract with Talpro

Contract Duration : 6 months (Fixed Term Contract)

Years of Experience : 5-7 Yrs

Notice Period : Immediate Joiners Only

Work Mode : Hybrid (3 Days from Office Weekly)

Location : Bangalore

Domain : Any IT Domain

Mandate Skills : - Service Desk Team Lead, ITIL framework, Customer Service and Support, Process Improvement and Compliance, Technical Expertise and Collaboration, Reporting and Analysis, ITIL Certification, V3 or V4 Foundation certified.

12-hour shifts with digital handovers to next shift.

The routine is four shifts of days, four off, four of nights, four off, then repeat.

Early shift : GMT 08 : 00hrs to 20 : 00hrs.

Late shift : GMT 20 : 00hrs to 08 : 00hrs.

Early shifts in the local office.

Late shifts work from home.

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Role Overview :

We are seeking a highly experienced and results-oriented IT Service Desk Team Leader who will work collaboratively with peers and report directly to the Service Desk Manager.

The successful candidate will lead a global team of Level 1 and Level 2 service desk analysts, ensuring seamless, high-quality, 24/7 IT support from our Global Service Centre.

This hands-on leadership role requires excellent technical capabilities, proven managerial skills, and a strategic, customer-focused mindset.

Ideal for an individual who has developed their career from the ground up within an IT service desk environment.

Key Responsibilities :

- Supervise, mentor, and develop a global team of service desk analysts at both Level 1 and Level 2.

- Set clear performance objectives and provide consistent feedback through evaluations and reviews.

- Foster a supportive, collaborative, and positive team culture.

- Oversee day-to-day operations of the service desk, ensuring timely resolution of incidents and service requests.

- Take ownership and manage major incidents effectively through team coordination and escalation handling.

- Regularly monitor and optimize service desk performance metrics (first-call resolution rate, response times, backlog).

- Coordinate digital handovers between shift leaders to ensure continuity of service.

- Proactively manage workload distribution, prioritization, and escalation processes.

- Actively participate in ticket handling, troubleshooting, and resolutions when necessary.

- Continuously identify and implement process improvements, emphasizing shift-left strategies and automation.

- Ensure exceptional customer service by monitoring feedback, addressing concerns promptly, and maintaining open communication.

- Develop and support strategies to enhance end-user experiences through digital contact channels and automated workflows.

- Act as the primary contact for stakeholder communication, addressing service desk performance queries, escalations, and commendations.

- Support documentation, implementation, and regular updating of service desk processes, procedures, and best practices.

- Maintain compliance with organizational policies and industry best practices, including ITIL standards.

- Collaborate across IT teams to align processes and foster efficiency in IT operations.

- Create, update, and maintain knowledge base articles and documentation to support effective resolution at Level 1 and Level 2.

- Provide technical oversight and guidance to analysts, addressing complex technical issues and challenges.

- Stay informed on emerging technologies, tools, and trends, recommending solutions to enhance service desk capabilities.

- Regularly generate and present detailed performance reports, analyzing trends and proposing action plans for improvements.

- Flexibility to work a rotating shift pattern, including nights, weekends, and holidays as required.

Qualifications & Skills Required :

- Minimum 5 years of IT support experience, including at least 3 years in a supervisory or managerial role.

- Demonstrated success managing a team within a fast-paced, global service desk environment.

- Comprehensive knowledge of IT infrastructure, system administration, and troubleshooting methodologies.

- Proficiency with service desk management tools (e.g., ServiceNow, Jira, Zendesk).

- Solid understanding and practical knowledge of ITIL frameworks; ITIL v4 certification preferred.

- Exceptional leadership, team development, and mentoring capabilities.

- Strong communication, interpersonal, and customer-service skills.

- Ability to think strategically, prioritize tasks, and manage multiple competing deadlines effectively.

- Adaptable and responsive to new technologies and process evolutions.

- Strong analytical skills and ability to provide insightful reporting.

- Technical proficiency in Microsoft Office 365 support.

- Fundamental knowledge of cloud technologies (AWS, Azure).

- Experience managing Active Directory and Group Policy environments.

- Strong technical expertise in Windows Server environments; Linux experience highly desirable.

Educational and Certification Requirements :

- Bachelors degree in Computer Science, Information Technology, or related field, or equivalent professional experience.

- ITIL Version 4 Foundation Certification required.

- Additional relevant technical certifications are highly advantageous