Service Desk Team Leader

Target Start Date: August 14, 2026

About the Role

We are seeking a Service Desk Team Leader to lead and manage a team of Service Desk Analysts in a 24x7 support environment while ensuring the achievement of service levels, operational excellence, and customer satisfaction.

• Lead and manage a team of Service Desk Analysts in a 24x7 support environment
• Drive achievement of contractual SLAs, operational KPIs, customer satisfaction, and business targets
• Monitor ticket queues and oversee incident handling, escalation, assignment, and resolution activities
• Ensure compliance with ITIL-aligned service management processes and procedures
• Conduct team huddles, coaching sessions, performance reviews, and development planning
• Manage attendance, schedule adherence, workforce utilization, and leave planning
• Analyze operational performance and implement improvement initiatives
• Conduct root cause analysis for operational issues and SLA misses
• Participate in client governance meetings and business reviews
• Collaborate with internal support functions and stakeholders
• Prepare reports, dashboards, and governance presentations
• Drive continuous improvement initiatives
• Ensure compliance with operational standards and documentation requirements

• Bachelor's Degree in IT, Computer Science, Engineering, or a related field (or equivalent experience)
• 4–6 years of IT Service Desk experience
• 1–2 years of Team Lead or Supervisory experience in a BPO/ITO environment
• Experience supporting enterprise Service Desk environments
• Experience managing voice, chat, email, and ticket support channels
• Knowledge of ITIL Foundation principles and service management processes
• Proficiency in ServiceNow or similar ITSM tools
• BPO Experience is required
• Working knowledge of Microsoft 365, Active Directory, and remote support tools
• Strong leadership, coaching, stakeholder management, and problem-solving skills
• Excellent verbal and written communication skills