Service Desk Lead (Day Shift)

About the role

The role sits a level above the Service Desk Associate and carries authority the associate role does not. It manages what happens on the shift: roster readiness and work allocation, queue health and triage quality, SLA attainment, and the standard of customer handling and ticket records. It is the first point of escalation for associates on judgement calls and the senior technical point for escalated incidents.

What you'll do

• Lead the Service Desk Associates rostered to the assigned day, swing or night shift, and set the standard for response, ownership and customer handling on that shift
• Manage shift readiness: confirm roster coverage and brief the team at shift start on open priority incidents, known issues, planned changes and expected volume
• Act as the first point of escalation for associates on judgement calls covering priority, escalation and difficult customer handling
• Monitor the incident and request queues continuously through the shift and intervene before SLA breach rather than explaining it afterwards
• Review triage quality, correcting category, impact and priority where they have been set incorrectly, and coach the associate on the reason

What you need

• 6–11 yrs of experience
• ITIL
• Troubleshooting
• Root cause analysis
• B.Tech or B.E. or B.Sc or BCA