Service Desk Lead

We are seeking a skilled Service Desk Lead to join our dynamic team in Maharashtra, India. The ideal candidate will have a strong background in technical support and service desk operations, with a focus on documentation and knowledge management. As a Service Desk Lead, you will be responsible for overseeing the daily operations of the service desk, ensuring that all incidents and requests are handled efficiently and effectively. You will lead a team of service desk analysts, providing guidance and support to ensure high levels of customer satisfaction. Key responsibilities include managing service desk performance metrics, developing and maintaining standard operating procedures (SOPs), and ensuring the knowledge base is up-to-date and comprehensive. You will also collaborate with other IT teams to resolve complex issues and improve service delivery processes. The successful candidate will possess excellent communication skills, a strong customer service orientation, and the ability to work in a fast-paced environment. Proficiency in ServiceNow is essential, along with experience in documentation practices. If you are a proactive leader with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity.