Service Desk Administrator Lead

Job Description

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 .