Team Lead IT Service Desk & Helpdesk

Role Summary

The Team Lead IT Service Desk & Helpdesk is responsible for managing end-to-end IT Service Desk operations, ensuring timely resolution of incidents and service requests, leading the helpdesk team, coordinating PAN India user support activities, and driving service excellence. The role oversees user onboarding support, endpoint services, asset coordination, service management processes, vendor coordination, and adherence to ITIL-based service delivery standards.

Key Responsibilities

• Lead and manage the IT Service Desk and Helpdesk operations across corporate offices, branches, and remote locations.
• Drive Incident Management, Service Requests, Escalation Management, and Problem Management activities.
• Monitor ticket queues and ensure adherence to agreed Service Level Agreements (SLAs).
• Coordinate PAN India end-user support activities through internal teams and support vendors.
• Manage onboarding support activities, including laptop allocation, user readiness, software installation, and access coordination.
• Oversee IT asset movement, user handovers, data backup activities, and asset lifecycle processes.
• Coordinate resolution of desktop, laptop, Office 365, printing, video conferencing, meeting room, and endpoint-related issues.
• Manage communication with business users, vendors, and internal IT teams for issue resolution and service improvements.
• Review ticket trends and implement corrective and preventive actions to improve service quality.
• Support compliance, audit observations, regulatory requirements, and operational governance activities.
• Prepare service desk dashboards, management reports, and operational status updates.
• Coach, mentor, and monitor service desk engineers and support staff to improve performance and productivity.
• Participate in change management, project implementation, technology rollouts, and infrastructure initiatives.

Required Skills

• IT Service Desk Operations
• ITIL Framework (Incident, Request, Problem & Change Management)
• ManageEngine ServiceDesk Plus
• End User Computing (EUC) Support
• Microsoft Windows & Microsoft 365 Support
• Asset Management & User Onboarding
• Vendor Management
• SLA & KPI Management
• Service Reporting & Dashboarding
• Endpoint Troubleshooting
• Team Management & Escalation Handling
• Customer Service & Stakeholder Management

Qualification & Experience

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or related discipline.
• 6 to 10 years of experience in IT Service Desk, End User Support, or IT Operations.
• Minimum 2 years of experience leading a Service Desk or Helpdesk team.
• Experience managing enterprise IT support in Banking, BFSI, or other large organizations preferred.

Preferred Certifications

• ITIL Foundation Certification
• Microsoft 365 Fundamentals / Endpoint Administrator
• Service Desk Management Certifications (Preferred)