Job Description

Apply to know more or contact us for more info today Aman - SEVEN FOUR TWO EIGHT ZERO ZERO SIX FOUR TWO TWO

We are seeking an experienced Service Desk Team Lead to manage daily IT service desk operations and lead a team of support engineers. The role involves ensuring timely incident resolution, maintaining service levels, and improving customer satisfaction.

Responsibilities

  • Lead and manage IT Service Desk team operations
  • Monitor ticket queues and ensure SLA compliance
  • Handle escalations and complex technical issues
  • Coordinate with L2/L3 support teams
  • Ensure ITIL process adherence (Incident, Problem, Change)
  • Prepare reports on performance, KPIs, and service metrics
  • Coach, train, and mentor service desk staff
  • Maintain documentation and knowledge base

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