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Team Lead

Job Description

Key Responsibilities

Lead and manage Service Desk operations across voice, email, chat, and ticketing channels.
Supervise and mentor a team of L1 Service Desk Engineers.
Monitor ticket queues and ensure timely incident, request, and escalation management.
Drive adherence to SLAs, KPIs, quality standards, and ITIL processes.
Act as the primary escalation point for unresolved or critical incidents.
Conduct shift planning, resource allocation, and workforce management.
Track operational metrics and prepare daily, weekly, and monthly service reports.
Facilitate incident reviews, root cause analysis, and continuous improvement initiatives.
Ensure knowledge base maintenance and process documentation.
Coordinate with internal teams, customers, and stakeholders to ensure seamless service delivery.
Support onboarding, training, coaching, and performance management of Service Desk resources.
Participate in governance meetings and service review discussions.

Required Skills

Primary skills

  • Customer service

Secondary skills

  • Customer support

Job overview

Job title
Team Lead
Reference ID
RRF-41420
Location
Bangalore, Karnataka, India
Experience
1 – 3 Yrs
Qualification
Any Degree

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