Lead Administrator (Support &Operations)

Job Summary

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations. The Service Desk Lead is responsible for overseeing the day‑to‑day operations of the IT Service Desk, ensuring efficient incident and service request management while delivering high‑quality customer support. This role acts as a key point of coordination between end users, technical teams, and management to ensure timely resolution of issues and adherence to service level agreements (SLAs). The Service Desk Lead provides leadership, guidance, and mentoring to service desk analysts, driving a culture of continuous improvement, operational excellence, and customer satisfaction. The role also ensures compliance with ITIL/ITSM best practices and supports process optimization initiatives to enhance service delivery effectiveness.

Key Responsibilities

1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Operational Management Manage daily Service Desk operations including ticket queues, call handling, and workload distribution Murali Yed...la in chat | Teams Ensure incidents and service requests are logged, prioritized, and resolved within defined SLAs Murali Yed...la in chat | Teams Incident & Escalation Management Oversee resolution of major incidents (P1/P2) and act as escalation point for critical issues Murali Yed...la in chat | Teams Coordinate with L2/L3 teams for faster issue resolution Team Leadership Lead, coach, and mentor Service Desk team members and drive performance improvements Murali Yed...la in chat | Teams Conduct performance reviews, training, and development planning Service Delivery & SLA Compliance Monitor SLA/KPI adherence (First Contact Resolution, response time, etc.) Urgently N...sk Manager | Outlook Ensure consistent, high-quality customer service delivery Process Improvement Drive continuous improvement through ITIL processes (Incident, Problem, Change Management) Murali Yed...la in chat | Teams Identify trends and implement corrective/preventive actions Stakeholder Communication Act as the primary point of contact for escalations and stakeholder communication Urgently N...sk Manager | Outlook Ensure timely updates to customers and leadership Reporting & Governance Prepare and present service performance reports and metrics Urgently N...sk Manager | Outlook Maintain accurate documentation and knowledge base

Skill Requirements

Strong knowledge of ITIL/ITSM frameworks Experience in Service Desk or IT Support leadership role Excellent communication, stakeholder management, and customer service skills Ability to manage high-volume ticket environments and SLA-driven operations Proficiency with ITSM tools (e.g., Service Now) Strong problem-solving and analytical skills

Other Requirements

The Service Desk Lead plays a critical role in ensuring IT service continuity by: Acting as the single point of accountability for Service Desk performance Driving customer satisfaction and operational efficiency Enabling seamless coordination between business users and technical teams