SERVICE DESK LEAD L1

City:

Bengaluru

State/Province:

Karnataka

Posting Start Date:

7/31/26

Role:

Service desk lead

Do:

• To support the service desk agents in prompt delivery & customer service
• Advise and collaborate with the agents on current issues and works toward the resolution of tickets
• Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
• Coordinate with other IT teams as appropriate for closure of any escalated ticket
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• To provide liaison and governance at both internal & client levels
• Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• Lead in the development of good customer service practices across the service desk
• Produce statistics and management reports of the service desk to client & management
• Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
• Capacity planning and capability development
• Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
• Conduct shift planning to meet the service requirements of the client as per SLAs agreed
• Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
• Assist SD agents by providing first line support when workloads are high, or where additional experience is required
• Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.