REF103767R_2026258435 - Service Desk Lead - 4 to 8 years - Pune

• Global Service Desk Lead with deep technical expertise in IT infrastructure, ITSM platforms, and enterprise end-user services. • Proven ability to manage 24x7 service desk operations, drive ITIL-based service delivery, and leverage reporting, automation, and security tools to improve service performance and user experience.• Rigorous monitoring of Omni channel platform for calls/ mails/ chats to maintain quality and availability.• Provide frontline support to the users via joint calls with functional SMEs for prompt solutions• Manage end user escalations to ensure issues are addressed with a logical conclusion• Co-ordination with Incident Management and SolarWinds team to assist during severities whenever required• Managing and troubleshooting issues on the dedicated 24*7 bridge• Drive functional team performance to maintain SLA deliverables• To create a conducive and stimulating environment for Service Desk team members to accomplish their targets• Monitor Service Desk dashboards• Cross geographical communications for end users and end user computing groups• Managing overall response and resolution for Enterprise IT• Interviewing potential candidates and hiring backfills for IT SD• Escalation management of dedicated helpdesk

Graduate