Experience

12+ Years

The IT Service Desk Lead is responsible for leading the day-to-day operations of an enterprise IT Service Desk, ensuring exceptional end-user support while meeting agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and customer satisfaction targets. This role manages Service Desk engineers, drives operational excellence, oversees incident and request management, and acts as the primary operational interface between the client and support teams. The ideal candidate combines strong technical knowledge, ITIL best practices, leadership capabilities, and a continuous improvement mindset to deliver high-quality managed services.

Key Responsibilities
• Lead and manage 24x7 IT Service Desk operations supporting global users.
• Ensure incidents and service requests are resolved within SLA commitments.
• Manage ticket queues, escalations, major incidents, and shift operations.
• Monitor and improve KPIs including SLA compliance, FCR, MTTR, backlog, and CSAT.
• Coach, mentor, and develop Service Desk Analysts while managing staffing, scheduling, and performance.
• Conduct operational reviews, governance meetings, and client service reporting.
• Drive Problem Management, RCA, Knowledge Management, and Continuous Service Improvement (CSI).
• Collaborate with Infrastructure, Cloud, Network, Security, EUC, and Application support teams.
• Drive automation, self-service, AI, and ITSM workflow optimization.
• Ensure compliance with ITIL processes, client policies, security standards, and audit requirements.

Required Technical/ Functional Competencies

Required Skills
• Strong knowledge of Incident, Request, Problem, Change, and Knowledge Management.
• Experience with ServiceNow, ManageEngine, Jira Service Management, or BMC Remedy.
• Knowledge of Microsoft 365, Active Directory, Entra ID, Windows, macOS, VPN, endpoint management, and remote support tools.
• Working knowledge of AWS, Azure, or GCP and enterprise IT infrastructure.
• Excellent communication, stakeholder management, analytical, and leadership skills.
Qualifications
• Bachelor's degree in Computer Science, Information Technology, or related field.
• 12+ years of IT Infrastructure/Service Desk experience including 5+ years in a leadership role.
• Preferred certifications: ITIL 4 Foundation, ServiceNow CSA, Microsoft Certifications.
Success Measures (KPIs)
• SLA Compliance ≥99%
• First Call Resolution (FCR) ≥80%
• Customer Satisfaction (CSAT) ≥95%
• Reduction in MTTR and ticket backlog
• Improved automation, self-service, and knowledge management
• High team engagement and operational excellence
Ideal Candidate
A customer-focused leader with strong operational discipline, ITIL expertise, and experience managing enterprise Service Desk teams in a managed services environment, capable of driving service excellence and operational transformation through automation and AI-enabled support.

Required Behavioral Competencies

Accountability:

• Being a role model for taking initiative and ensuring others take initiative, removing obstacles for others, taking ownership for results and deadlines for self and others, and acting as a role model for being responsible.

Agility:

• Works with a diverse set of situations, people and groups and adapts and motivates self and team to thrive in changing environment.

Collaboration:

• Reaches out to others in team to ensure connections are made and team members are working together.
• Looks for ways to integrate work with other teams, identifying similarities and opportunities, making necessary changes in work to ensure successful integration.

Customer Focus:

• Engages in executive customer discovery to predict future needs of customers and drives customer relationships with a long-term focus and takes actions to enhance customer loyalty.

Communication:

• Communicates and presents complex ideas, information, and data to multiple, broad, and demanding stakeholders internal and/or external to the Organization.
• Helps others communicate better with their audience. Demonstrates honest, direct, and transparent communication and facilitates conversations within the team and its close collaborators.

Drives Results:

• Proactively seeks challenging and differentiated opportunities and drives and motivates team members to take on more responsibility.

Resolves Conflict:

• Balances the business interests of all stakeholders and manages any conflicts offering mutually beneficial options.

Certifications