IT Service Desk Team Lead
- Progressive
- 4 - 8 years
- Noida, Gurugram
- 10 months ago
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Job Description
Role & responsibilities
Profile- Service Desk Team Lead
Location-Gurgaon (Sector 38)
Experience- 4 Years- 8 Years
Shift-rotational shift
working days- 6 Days working
Package- Maximum 30 CTC
JD - Service Desk Team Leader IT
The IT Service Desk Team Leader oversees the performance and strategic operations of the service desk function, ensuring the delivery of efficient, high-quality IT support aligned with organizational goals. This role combines operational leadership with data-driven service improvement, focusing on:
- Team Leadership & Talent Development: Supervises daily team operations, builds a high-performance culture, and drives continuous learning through coaching and mentoring.
- Operational Excellence: Ensures smooth incident and request management based on ITIL standards, while leading root cause analysis, knowledge management, and after-action reviews.
- Performance & Reporting: Leverages service desk analytics (e.g., SLA, FCR, resolution time) to identify trends, optimize workflows, and enhance user satisfaction.
- Stakeholder Engagement: Acts as a key escalation point and communication bridge between IT and business stakeholders, ensuring transparency and responsiveness.
- Tool & Process Optimization: Manages ITSM platforms (e.g., ServiceNow, Jira) to enable automation, efficiency, and audit compliance.
- Crisis Management & Project Support: Leads response during major incidents and partners cross-functionally to support system rollouts and strategic IT initiatives.
This role is pivotal in aligning frontline IT service delivery with business continuity, user satisfaction, and long-term digital transformation objectives.
Note:- we are consider only male candidates. don't apply fresher candidates.
If you are interested kindly share your updated resume ek*a@pr********e.in
Call:- 9560621***
Job Classification
Industry: Hardware & NetworkingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: FreshersContact Details:
Company: Progressive InfotechLocation(s): Noida, Gurugram
Keyskills: team lead help desk lead IT Service Desk
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Progressive
Progressive Enterprises is a Mumbai-based masking paper roll manufacturer with over a decade of manufacturing expertise and 30+ years in the paper trade industry.
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