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Service Desk Team Lead

Latinem Private Limited
Hyderabad, TS, IN
Full-timeOn-site5 - 8 yrs
1d ago0 view0 clicked apply
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Job Title: Global Service Desk Team Leader

Location: Hyderabad

Department: Group IT


Key Responsibilities:

  • Lead and mentor Service Desk Analysts.
  • Manage daily service desk operations and SLA performance.
  • Oversee incident, requests, problems, and escalation management.
  • Act as an escalation point for major incidents.
  • Drive continuous improvement initiatives.
  • Collaborate with infrastructure, application, security, and vendor teams.
  • Manage staffing, scheduling, and performance reviews.
  • Prepare service reports and operational dashboards.


Required Skills & Qualifications :

  • Bachelor’s degree in IT, Computer Science, or related field.
  • 5 to 8+ years of IT support/service desk experience.
  • Strong ITIL knowledge and service management expertise.
  • Experience with ServiceNow, Remedy, Jira Service Management, or similar tools.
  • Strong knowledge of Microsoft 365, Active Directory, Azure AD, VPN, and Windows environments.
  • Excellent leadership and stakeholder management skills.
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