Service Desk Team Lead

Role & responsibilities Service Desk Team Lead Primary Responsibilities Lead the Service Desk team and manage daily operations. Handle and monitor incident/service request tickets. Ensure SLA compliance and timely ticket resolution. Coordinate with internal teams and stakeholders. Manage ticket escalations. Track team performance and prepare reports. Support end users with technical issues. Coordinate project-related activities and deployments. Mandatory Skills Service Desk IT Service Desk Ticket Handling Incident Management Service Request Management Project Coordination Team Leadership SLA Management Escalation Management Customer Support ITIL ServiceNow / Remedy / JIRA (any ticketing tool) MS Excel & Reporting Immediate Joiner Preferred Skills Team Management Technical Support Desktop Support Active Directory Office 365 Windows Support Remote Support Problem Management Change Management Root Cause Analysis (RCA) Lead the Service Desk team and manage daily operations. Handle and monitor incident/service request tickets. Ensure SLA compliance and timely ticket resolution. Coordinate with internal teams and stakeholders. Manage ticket escalations. Track team performance and prepare reports. Support end users with technical issues. Coordinate project-related activities and deployments. .