SERVICE DESK LEAD L1
On-site · Pune, Maharashtra, India
Job Summary
Service Desk Lead role overseeing the Service Desk team, coordinating escalated tickets, liaising with IT and client teams, and driving service delivery performance. Responsibilities include mentoring agents, managing escalations, capacity and shift planning, developing process improvements, producing management reports and metrics, ensuring compliance with service desk guidelines, and fostering customer satisfaction. Required skills include Ansible Tower proficiency, strong leadership and client-facing governance capabilities, and experience guiding first-line support and performance initiatives.
Required Qualifications
- Ansible Tower
- 3-5 Years of Experience in Service Desk/IT Support
- Service desk lead responsibilities
- Team management and performance management
- Capacity planning and shift planning
- Stakeholder communication and governance
- Incident and problem management
- Reporting and metrics
- Customer service excellence
- Onboarding and training of staff
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