Service Desk Lead

About Company: Our Client Corporation provides digital engineering and technology services to Forbes Global 2000 companies worldwide. Our Engineering First approach ensures we can execute all ideas and creatively solve pressing business challenges. With industry expertise and empowered agile teams, we prioritize execution early in the process for impactful results. We combine logic, creativity and curiosity to build, solve, and create. Every day, we help clients engage with new technology paradigms, creatively building solutions that solve their most pressing business challenges and move them to the forefront of their industry. Role: Service Desk Lead Key Skills : Service Desk , Workflow Managment , Service now , ITIL , ITSM Job Type : Contract Experience: 12+ Years Work Location: Kengeri, Bangalore Payroll on : People Prime World Wide Notice : Immediate and 15 days Job Description: Service Desk Lead Roles and Responsibilities 1 Leadership Team Management Supervise and mentor service desk analysts and technicians Allocate tasks and manage shift schedules to ensure adequate coverage Conduct performance reviews and provide feedback for continuous improvement Foster a collaborative and customerfocused team culture 2 Incident Request Management Oversee the logging categorization prioritization and resolution of incidents and service requests Ensure adherence to SLAs Service Level Agreements and KPIs Key Performance Indicators Escalate unresolved issues to appropriate support teams or vendors 3 Process Improvement Documentation Develop and maintain standard operating procedures SOPs and knowledge base articles Identify recurring issues and recommend process improvements or automation opportunities Ensure compliance with ITIL best practices and organizational policies 4 Communication Stakeholder Engagement Act as the primary point of contact for escalations and service deskrelated communications Provide regular updates to management on service desk performance and challenges Collaborate with other IT teams to ensure seamless service delivery 5 Reporting Analytics Generate and analyze service desk performance reports Track trends in incidents and requests to inform strategic decisions Present insights and recommendations to leadership 6 Training Development Organize training sessions for new and existing team members Stay updated with the latest tools technologies and service management practices Promote continuous learning and professional development within the team 7 Tool Technology Management Administer and optimize service desk tools and ticketing systems Coordinate with vendors for tool upgrades support and integration