REF103767R_2026258435 - Service Desk Lead - 4 to 8 years - Pune

About the role

- Global Service Desk Lead with deep technical expertise in IT infrastructure, ITSM platforms, and enterprise end-user services. - Proven ability to manage 24x7 service desk operations, drive ITIL-based service delivery, and leverage reporting, automation, and security tools to improve service performance and user experience.- Rigorous monitoring of Omni channel platform for calls/ mails/ chats to maintain quality and availability.- Provide frontline support to the users via joint calls with functional SMEs for prompt solutions- Manage end user escalations to ensure issues are addressed with a logical conclusion- Co-ordination with Incident Management and SolarWinds team to assist during severities whenever required- Managing and troubleshooting issues on the dedicated 24*7 bridge- Drive functional team performance to maintain SLA deliverables- To create a conducive and stimulating environment for Service Desk team members to accomplish their targets- Monitor Service Desk dashboards- Cross geographical communications for end users and end user computing groups- Managing overall response and resolution for Enterprise IT- Interviewing potential candidates and hiring backfills for IT SD- Escalation management of dedicated helpdesk Graduate

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Company Intel

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