Role : Service Desk Shift Lead
Work Location: Gift City, Gandhinagar
Working Mode: 5 Days Work from office
Shift Timings: Flexible Rotational Shift (Including Night Shift)
Job Description:
Position Overview: We are seeking an experienced and proactive Service Desk Shift Lead to join our IT department. The Service Desk Shift Lead will oversee daily operations of the service desk during assigned shifts, providing leadership and technical expertise to ensure high-quality support and service delivery. This role requires strong leadership skills, technical proficiency, and the ability to manage a team of service desk analysts effectively.
Key Responsibilities:
• Lead and supervise a team of service desk analysts during assigned shifts, ensuring coverage and support for end-user IT issues and requests.
• Monitor service desk performance metrics (e.g., ticket volumes, response times, resolution times) to ensure adherence to service level agreements (SLAs) and operational efficiency.
• Serve as an escalation point for complex technical issues and customer concerns, providing guidance and resolution to maintain high levels of customer satisfaction.
• Conduct regular team meetings and provide coaching, training, and mentorship to service desk analysts to enhance their technical skills and professional development.
• Collaborate with other IT teams and departments to escalate and resolve issues that require specialized technical knowledge or resources.
• Manage IT service desk ticketing system, ensuring accurate documentation, categorization, prioritization, and timely resolution of incidents and service requests.
• Implement and enforce ITIL best practices and standard operating procedures (SOPs) for incident management, problem management, and service request fulfillment.
• Participate in the recruitment, onboarding, and performance evaluation of service desk team members.
• Coordinate shift schedules, including on-call rotations and coverage for weekends or holidays, to ensure 24/7 support coverage as required.
• Contribute to IT projects and initiatives, including system upgrades, implementations, and improvements to enhance IT service delivery and operational efficiency.
Requirements:
• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience (4+ years) in a service desk or technical support role, with demonstrated experience in a leadership or supervisory capacity.
• Strong technical proficiency in supporting desktop/laptop computers, mobile devices, operating systems (Windows, macOS), and business applications.
• Experience with IT service management tools (e.g., ServiceNow, Remedy) and familiarity with ITIL framework.
• Excellent leadership and interpersonal skills, with the ability to motivate and mentor a team in a fast-paced environment.
• Effective problem-solving abilities and the capability to prioritize and manage multiple tasks and projects simultaneously.
• Strong verbal and written communication skills, with a customer-oriented approach to service delivery.
• ITIL Foundation certification or higher-level ITIL certifications preferred.
• Availability to work flexible hours and shifts, including evenings, weekends, and holidays as needed.
Upman Placements is a firm of Researcher & Recruitment Specialists. The company started life in 2002 in India as a recruitment specialist firm. The company has built a stellar reputation for high ethical standards, a specialized focus and unparalleled service. Emerged As one of the only truly global specialized staffing firms focusing exclusively in professional positions for our clients spread across more than 20 countries with a sizable presence across industry levels. With footprints in competitive markets of India, Europe, United Kingdom, Middle East, Singapore, Malaysia, Philippines, Indonesia, Brunei and East & Central African countries.