Desk Lead

Position: Support Desk Lead
Location: Bengaluru

We are seeking a Support Desk Lead to oversee a global support desk team of 5 to 15 executives responsible for managing service tickets, incident resolution, and user / client support across the organization. This role is pivotal in ensuring high-quality, timely, and efficient support services while driving continuous improvement and operational excellence.
You will lead the team in handling technical issues, managing escalations, and maintaining service levels using Service Now. As part of a global support function, you will collaborate with cross-regional teams, implement best practices, and ensure consistent service delivery across time zones.

Experience:

· 6+ years of experience in IT support or service desk operations, with 2+ years in a leadership role.

· Hands-on experience with Service Now or similar ITSM platforms.

· Strong understanding of ITIL framework and service management principles.

· Proven ability to manage global support operations and distributed teams.

· Excellent communication, problem-solving, and stakeholder engagement skills.

Skills &

Competencies:

· Experience with automation and self-service tools.

· Familiarity with cloud platforms (e.g., Microsoft 365, Azure).

· Exposure to change management and incident response planning.

· Lead and mentor a global team of support desk executives, fostering a culture of accountability and service excellence.

· Manage the end-to-end lifecycle of service tickets, ensuring timely resolution and SLA adherence.

· Act as the escalation point for complex or high-impact issues, coordinating with technical teams as needed.

· Monitor and report on support metrics, identifying trends and areas for improvement.

· Drive knowledge management by maintaining SOPs, FAQs, and a robust internal knowledge base.

· Collaborate with IT, infrastructure, and application teams to resolve recurring issues and enhance service quality.

· Implement and refine support processes in alignment with ITIL standards and organizational goals.

· Support onboarding and training of clients, new team members and end-users.

· Stay informed about emerging technologies and recommend tools or practices to improve support efficiency.

· Full-time.

· Limited travel may be required depending on team needs.

· May require rotational shifts or on-call support depending on business needs.

· Flexibility to operate in a global organization.