Lead, Service Desk
Zones is hiring a Service Desk Team Lead to manage day-to-day operations and team performance in Bengaluru. The role involves overseeing incident resolution, maintaining SLAs, and acting as a subject matter expert for core enterprise technologies. Candidates will act as a liaison between the company and clients while mentoring service desk analysts. The position requires strong ITSM experience and proficiency in ServiceNow and ITIL practices.
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Experience
4+ years
Function
Support
Work mode
Onsite, India
Company
Tier 2
What you will work on
Zones is hiring a Service Desk Team Lead to manage day-to-day operations and team performance in Bengaluru. The role involves overseeing incident resolution, maintaining SLAs, and acting as a subject matter expert for core enterprise technologies. Candidates will act as a liaison between the company and clients while mentoring service desk analysts. The position requires strong ITSM experience and proficiency in ServiceNow and ITIL practices.
TAL's take
Solid mid-tier role with clear operational leadership scope and defined professional requirements.
Very well-defined role with specific responsibilities, toolsets, and reporting structures outlined.
Must haves
- Minimum bachelor’s degree in IT or CS
- 4+ years experience in ITSM based service desk leadership role
- Experience or certification with ITIL version 3 & above
- Working knowledge of Mac OSX, Windows 10, Office 365, and Active Directory
- Working knowledge of Multi Factor Authentication (Microsoft & RSA)
- Working knowledge on ServiceNow
Tools and skills
About the company
Established global IT solution provider with long-standing operational history.