It Manager / Lead – Service Desk

Job Title / Role : Lead Service DeskSkill : ITIL, Service Desk, ITSM, Team ManagementExperience : 8+ YearsLocation : BangaloreShift Time : 12:00 PM to 9:00 PM IST (UK Shift)Job description :Represent the organization well by interacting in a professional, courteous, and positive manner with all clients.Respond quickly and accurately to all client requests.Develop and implement comprehensive service desk strategies that align with the client's goals.Oversee a team responsible for Level 1 triage and Level 2/3 escalation support, providing timely and effective resolution of IT incidents and service requests.Understand your level of authority when making commitments with End UsersListen for concerns and identify areas requiring further attention from the management team.Communicate all issues immediately to internal management.Monitor day to day service desk operations.Monitor ticket queues and ensure tickets are being followed up on per client and agreements.Monitor and review daily reports.Monitor tickets for all assigned End Users to ensure accuracy and quality.Work with all assigned agents to ensure individual KPI goals are being met.Aid in identifying scheduling gaps or areas of improvement.Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolution.Requirements (Must Have):ITIL v3 or ITIL v4 certification is required.Azure Fundamentals CertificationExperience on ITIL, Microsoft O365 SuiteProven working experience as an IT Lead or relevant experience.People Management SkillsUnderstanding of ticketing and Alert Management Systems.Outstanding verbal and written communication skills.Strong people management skills.Bachelor's degree in computer science or related fieldMinimum of 8+ years of IT management experienceStrong critical thinking and decision-making skills