Information Technology Service Desk Team Lead

Total 7+ years of experience QA (Automation + Manual) + a minimum 2 years as a LEAD. Must have manages SLA and KPIs. Configured Jira service desk tool.

CTC - 12 LPA

Location - Vadodara

Proven experience of at least 7+ years in a leadership role within an IT service desk environment, with a strong track record of successfully managing and motivating teams.

2+ Years of experience in leading team

Advanced to expert level hands-on experience in using and configuring the Jira Service Desk tool, with a deep understanding of its capabilities and best practices for optimizing its utilization in a service desk setting.

Exceptional analytical and problem-solving skills, with the ability to break down complex issues, identify root causes, and implement effective solutions.

Proficient in creating and interpreting technical documentation, reports, and metrics to drive data-driven decisions and process improvements.

Strong customer service orientation, with excellent interpersonal, communication, and conflict resolution skills to establish credibility and build positive relationships with internal and external stakeholders.

Proven ability to lead, inspire, and develop high-performing teams, fostering a collaborative and supportive work environment.

Knowledge of IT service management (ITSM) frameworks, such as ITIL, and a deep understanding of industry best practices for service desk operations.

Familiarity with a wide range of software applications, operating systems, and hardware platforms to provide comprehensive technical support.

Ability to thrive in a fast-paced, dynamic environment, multitask effectively, and adapt to changing priorities and evolving technologies.

Excellent organizational and time management skills, with the ability to prioritize tasks, meet deadlines, and work under pressure.

Strong verbal and written communication skills for interacting with various stakeholders and creating documentation.

Proactive problem-solving abilities and the skill to anticipate potential issues before they escalate.