Service Desk Lead- Bengaluru, IND-WKP

Job Summary:

The Service Desk Lead is a leadership role within the Service Desk team. This individual will be responsible for representing the process within Service Operations, managing daily activities, reviewing and assigning tasks, handling escalations, and ensuring the timely completion of all required deliverables. When necessary, the Lead is also expected to perform functional tasks directly. Additionally, they will oversee shift management and collaborate with the Team Manager to ensure effective staffing and coverage
Job Responsibilities:

Team Leadership & Process Management – Oversee team operations, ensuring efficiency and alignment with business goals
Performance Monitoring – Track key metrics, analyze trends, and optimize service desk performance
Escalation Handling & Support – Manage complex issues and provide guidance to Tier 1 agents
Service Level Compliance – Maintain adherence to SLAs to meet business expectations
Stakeholder Communication – Keep management and teams informed on ticket statuses
Cross-Team Collaboration – Coordinate with multiple teams for issue resolution
Process Improvement & Audits – Identify inefficiencies and implement workflow enhancements
Training & Development – Mentor team members on troubleshooting and communication best practices. Design and execute structured training programs
Hands-on Coaching & Upskilling – Facilitate real-world training scenarios
Collaborative Learning & Knowledge Sharing – Drive team huddles and knowledge-sharing initiatives

Education/Certifications:

Bachelor’s degree
Certifications pertinent to technology area(s) of expertise (preferred)

Required/Desired Knowledge, Experience and Skills:

Minimum 4 years of overall experience, with 2 years in Service Desk
Exposure on Control Systems, Audio, Video, Digital Signage, IT and/or Teleconferencing technologies (ie Cisco, BiAmp, Crestron, Samsung, QSC)
Advanced level troubleshooting skills specific to technology area(s) of expertise, such as-

Audio / DSP
Projection, Display, and digital signage systems
Unified Communications
Network Monitoring software (Auvik/Automate/Meraki/RMS/ECM

Proficiency in leading both physical and virtual teams
Experience in dealing with third party-provided services
Operational ability in a diverse, large-scale environment
Exceptional customer-facing skills
In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
Fundamentals of ITIL (Information Technology Infrastructure Library) principles
People management and leadership Skills
Stakeholder management Skills
Capacity to train and guide team members.
Ability to manage and prioritize tasks efficiently
Solid resource planning and problem-solving skills
Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills