Lucknow, Uttar Pradesh
Job Summary
The Lead Service Desk Analyst is responsible for leading the Service Desk team, ensuring excellent customer experience, achieving SLA/KPI targets, managing incident resolution, driving continuous service improvement, and acting as the primary escalation point for critical user issues. The role combines people leadership, operational governance, stakeholder management, and technical support expertise
Job Description : Key Performance Indicators (KPIs)\\\\r\\\\n\\\\r\\\\nSLA Compliance > 95%\\\\r\\\\nFirst Call Resolution (FCR)\\\\r\\\\nCustomer Satisfaction (CSAT)\\\\r\\\\nMean Time to Resolve (MTTR)\\\\r\\\\nTicket Backlog Reduction\\\\r\\\\nKnowledge Article Effectiveness\\\\r\\\\nAgent Productivity & Utilization\\\\r\\\\nEscalation Management Effectiveness\\\\r\\\\n\\\\r\\\\nPreferred Industry Experience\\\\r\\\\n\\\\r\\\\nManaged Services\\\\r\\\\nGlobal Service Desk\\\\r\\\\nIT Infrastructure Support\\\\r\\\\nEnterprise IT Operations\\\\r\\\\nMulti-client Support Environments
Key Responsibilities
Job Responsibilities : Service Desk Operations Lead and manage daily Service Desk operations in a 24x7 environment. Ensure incidents and service requests are logged, categorized, prioritized, and resolved within agreed SLAs. Monitor call queues, ticket backlogs, and service performance metrics. Act as the major incident coordinator for high-priority incidents. Ensure adherence to ITIL processes for Incident, Request, Problem, and Knowledge Management. [JD - Service Desk | Word], [Shift Lead JD | Word] Team Leadership Manage, mentor, and coach Service Desk Analysts. Conduct regular performance reviews and provide feedback and development plans. Monitor attendance, shift adherence, and workforce management. Facilitate onboarding and training of new team members. Foster a customer-centric and high-performance culture. [Shift Lead JD | Word] Customer & Stakeholder Management Serve as the primary escalation point for unresolved customer issues. Conduct service review meetings with stakeholders and client teams. Drive customer satisfaction improvements through proactive engagement. Communicate service impacts, outage updates, and resolution progress effectively. [Shift Lead JD | Word], [Service On...ng Lead JD | Word] Reporting & Governance Prepare daily, weekly, and monthly operational dashboards. Track and report SLA, KPI, FCR, CSAT, and ticket volume trends. Identify service improvement opportunities through data analysis. Ensure audit readiness and compliance with organizational policies. [Shift Lead JD | Word], [Service On...ng Lead JD | Word] Continuous Service Improvement Drive process automation and efficiency initiatives. Develop and maintain knowledge articles, SOPs, and runbooks. Collaborate with Problem Management teams to reduce recurring incidents. Support transition and transformation initiatives.
Skill Requirements
Technical Skills Mandatory IT Service Desk Operations Incident Management Request Fulfillment ServiceNow / Remedy / Jira Service Management Windows Operating Systems Microsoft 365 Administration Active Directory Exchange Online VPN & Remote Support Tools SLA & KPI Management ITIL Framework eferred Nexthink DEX Azure AD / Entra ID Power BI Reporting Endpoint Management (Intune/SCCM) Automation & Service Desk Analytics Knowledge Management Tools
Other Requirements
Required Qualifications Bachelor\'s Degree in Computer Science, Information Technology, or related field. ITIL Foundation Certification (Mandatory). ITIL Intermediate / Managing Professional (Preferred). ServiceNow Certification (Preferred). Key Competencies Leadership & People Management Customer Service Excellence Communication & Presentation Skills Analytical & Problem-Solving Abilities Conflict Resolution Stakeholder Management Decision Making Under Pressure Continuous Improvement Mindset
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
