Team Lead
Movate · Bangalore
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 41420
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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Collected role description
Key Responsibilities Lead and manage Service Desk operations across voice, email, chat, and ticketing channels. Supervise and mentor a team of L1 Service Desk Engineers. Monitor ticket queues and ensure timely incident, request, and escalation management. Drive adherence to SLAs, KPIs, quality standards, and ITIL processes. Act as the primary escalation point for unresolved or critical incidents. Conduct shift planning, resource allocation, and workforce management. Track operational metrics and prepare daily, weekly, and monthly service reports. Facilitate incident reviews, root cause analysis, and continuous improvement initiatives. Ensure knowledge base maintenance and process documentation. Coordinate with internal teams, customers, and stakeholders to ensure seamless service delivery. Support onboarding, training, coaching, and performance management of Service Desk resources. Participate in governance meetings and service review discussions.
Collected minimum qualification
Any Degree
Collected experience requirement
1 - 3 Yrs