Experience: 6 – 9 Years
CTC: 15 – 25 LPA
Notice Period: Immediate to 15 Days
Location: Gurgaon
Overview
The Service Desk Administrator Lead plays a vital role in ensuring the highest level of IT service support is provided to the organization. As a lead, you will mentor and guide a team of Service Desk Administrators, driving operational excellence while fostering a collaborative work environment. You will be responsible for implementing efficient support processes and ensuring that service quality meets or exceeds predefined vendor and customer SLAs.
This position is ideal for individuals who thrive in a fast-paced environment and are eager to take on new challenges. You will work closely with cross-functional teams to identify opportunities for service improvement and support professional growth within your team.
Key Responsibilities
- Lead and manage a team of Service Desk Administrators, ensuring high-quality support delivery.
- Oversee daily operations of the service desk, ensuring compliance with service level agreements (SLAs).
- Develop and implement support processes and employee training programs.
- Identify and execute initiatives to improve service desk performance and customer satisfaction.
- Act as a point of escalation for service issues and provide guidance to team members.
- Monitor ticket resolution metrics and provide reports to upper management.
- Collaborate with IT teams to drive service improvements and transition support for new projects.
- Engage in continuous learning to stay current with industry trends and technologies.
Requirements
- Bachelor’s degree in Information Technology or related field.
- 6 – 9 years of experience in a Service Desk or IT Support role.
- Proven leadership skills with experience managing and coaching teams.
- Strong knowledge of IT service management frameworks (ITIL certification preferred).
Key Skills
- Proficient with ticketing systems and remote support tools.
- Exceptional problem-solving and analytical skills.
- Excellent verbal and written communication skills.
- Ability to thrive under pressure in a dynamic environment.
- Technical expertise in IT support and troubleshooting.
- Excellent organizational and time management skills.
- Proficient in using IT service management tools (e.g., ServiceNow, JIRA).
- Strong interpersonal skills to interact ethically and effectively with team members and clients.
- Knowledge of network and system administration.
- Ability to handle multiple tasks and prioritize workloads effectively.
- Strong customer service orientation.
- Ability to foster a positive team environment.
