Support Lead

About the role

The Service Desk Lead is responsible for leading day-to-day Service Desk operations while ensuring effective team management, ticket ownership, knowledge management and quality assurance. The role guides agents, monitors queues and SLAs, supports escalations, maintains knowledge content, and performs call and ticket quality analysis to drive consistent service delivery and customer experience.

What you'll do

• Handle user contacts through phone, chat, email and self-service/ITSM channels
• Log, categorize, prioritize and update incidents and service requests accurately
• Perform initial diagnosis and L1 troubleshooting using approved knowledge articles, SOPs and scripts
• Resolve common access, login, application, device, connectivity and how-to queries within scope
• Provide clear status updates and maintain professional communication throughout the ticket lifecycle

What you need

• 4–6 yrs of experience
• Troubleshooting
• SOP writing
• Diploma or B.Tech or B.E. or B.Sc or BCA

Good to have

• ServiceNow
• Ticketing tools
• ITIL