Job Description

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.

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