SERVICE DESK LEAD

Job Title

Service Desk Lead – L1/L2 Support

Location

Pune / Bangalore

Experience

8-12 Years in IT Service Desk / End User Support Operations with at least 5-6 years of team leadership experience.

Role Overview

We are seeking an experienced Service Desk Lead to manage and lead a Level 1 (L1) Service Desk team supporting retail store operations and corporate users. The ideal candidate will be responsible for ensuring high service quality, SLA adherence, customer satisfaction, operational governance, and team performance. Exposure to Retail IT environments and store technologies will be a significant advantage.

The Service Desk Lead will act as the primary escalation point for L1 support teams, drive continuous service improvement initiatives, and collaborate with client stakeholders, infrastructure teams, and third-party vendors to ensure seamless support operations.

Key Responsibilities

Service Desk Operations

• Lead and manage daily Service Desk operations for L1 & L2 support.
• Ensure achievement of SLA, KPI, and customer satisfaction targets.
• Monitor ticket queues and ensure timely ticket assignment, response, and resolution.
• Act as the primary escalation point for incidents, service requests, and major issues.
• Conduct ticket quality audits and ensure adherence to ITIL processes.
• Manage incident, request, escalation, and communication processes.
• Monitor ticket queues and ensure SLA compliance.
• Create and maintain knowledge base articles.
• Participate in shift handovers and operational reviews.
• Support onboarding, offboarding, and asset-related activities.
• Perform root cause identification for recurring issues (L2).
• Coordinate with infrastructure, network, cloud, and application teams for issue resolution.
• Lead, mentor, coach, and develop Service Desk Analysts.
• Conduct regular performance reviews, feedback sessions, and one-on-one meetings.
• Drive attendance, schedule adherence, and workforce management.
• Identify training needs and create skill development plans.
• Facilitate onboarding and knowledge transfer sessions for new team members.
• Serve as the key operational contact for client stakeholders.
• Participate in governance meetings, service reviews, and operational discussions.
• Prepare and present operational reports, KPI dashboards, and service improvement plans.
• Manage customer escalations and ensure timely resolution.
• Generate daily, weekly, and monthly service reports.
• Track SLA compliance, backlog, aging tickets, and productivity metrics.
• Analyze trends and drive continuous improvement initiatives.
• Maintain operational documentation, runbooks, and knowledge base articles.

Retail Store Support (added advantage)

Experience in supporting any of the following retail technologies will be considered an advantage:

• Point of Sale (POS) systems
• Store desktops, laptops, tablets, and handheld devices
• Barcode scanners and RFID devices
• Receipt printers and label printers
• Payment terminals and card machines
• Store networking and Wi-Fi connectivity
• Digital signage and kiosk systems
• Store opening/closing support activities
• Retail store incident management and troubleshooting

Required Technical Skills

• Password Management & Identity Support
• VPN and Remote Access Support
• Printer and Peripheral Troubleshooting
• Basic Networking (TCP/IP, DNS, DHCP, Wi-Fi)
• SCCM / Intune (Preferred)
• ServiceNow, Manage engine, Remedy, Jira, or similar ITSM tools
• Knowledge of ITIL Incident, Request, and Problem Management
• Remote Support Tools

Key Competencies

• Strong leadership and people management skills.
• Excellent customer service and communication skills.
• Strong stakeholder management capabilities.
• Analytical and problem-solving mindset.
• Ability to work in a fast-paced support environment.
• Experience in managing shift-based operations and global support teams.

Preferred Experience

• Experience supporting Retail Stores, Retail Chains, Supermarkets, Fashion Retail, Hospitality, or Point-of-Sale environments.
• Experience handling multi-site support operations.
• Experience managing service desk teams of 10+ analysts.
• Exposure to 24x7 or extended support environments.

Success Measures (KPIs)

• SLA Achievement ≥ 95%
• First Response SLA Compliance
• Incident Resolution Performance
• Customer Satisfaction (CSAT)
• Ticket Quality Audit Scores
• Backlog Reduction
• Team Productivity & Utilization
• Knowledge Base Contribution
• Escalation Management Effectiveness

Employment Type

Full-Time

Reporting To

Service Delivery Director

Retail Infrastructure and Store Support experience will be highly preferred. Candidates with prior experience supporting multiple retail locations, POS ecosystems, and store technology environments will have a distinct advantage.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• ITIL Foundation Certification preferred.
• Microsoft Certifications are an added advantage.