Service Desk Lead

Service Desk Lead Service Desk Lead Location: Mumbai Experience: 8 years to 13years Interview Mode: Online Interview Interview Date: 4th Sep 2025 (Friday) Interview Time: 11: 00 AM to 1: 00 PM Mandatory skills: IT Service Desk Operations, Service Now, SLA Management, KPI Tracking, First Call Resolution (FCR), CSAT, Queue Management, Team Handling, People Management, Shift & Roster Management Must-Have: Technical Skills Windows/macOS support Networking basics (DNS, DHCP, TCP/IP) ServiceNow ITSM Active Directory & Office 365 VPN, MFA, remote access Endpoint & hardware troubleshooting Remote support tools Soft Skills Strong communication & leadership Customer‑focused mindset Problem‑solving & decision‑making Ability to work under pressure Team collaboration Good to have: ServiceNow Agile Methodology Incident management Key responsibilities: Lead and mentor Service Desk analysts Handle escalations and major incidents Ensure SLAs, KPIs, and CSAT targets are met Coordinate with L2/L3 and cross‑functional teams Drive FCR, RCA, and continuous improvement Monitor ticket queues and shift coverage Maintain ITIL process compliance Support training, onboarding, and reporting 15 years of Continuous Education.