Team Lead - Service Desk

Actively Reviewing the Applications

Coretek

India, Telangana Full-Time On-site

Posted 22 hours ago • Apply by May 20, 2026

Job Description

The Service Desk Team Lead is responsible for overseeing the day-to-day operations of the Service Desk team, ensuring high-quality and efficient support to end-users. This role requires a hands-on leader who can manage, mentor, and motivate the team while ensuring adherence to service level agreements (SLAs) and promoting a culture of continuous improvement. This role reports to the Manager of the Coretek Service Desk.

Responsibilities:

Supervise, coach, and mentor the Service Desk Analysts
Act as the primary escalation point for complex or unresolved technical issues
Schedule and manage team shift to ensure 24/7/365 coverage
Conduct regular 1:1s and team meetings as needed
Initiate verbal and written warnings as needed
Participate in performance review and goal setting process
Delivery
Monitor daily operations and apply proactive ticket queue management to ensure all tickets are responded to within SLA guidelines
Ensure ticket quality and consistency of support through periodic ticket reviews
Review metrics to assess team performance
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Collaboration
Act as a liaison with other IT teams to resolve complex issues
Oversee the development, implementation, and administration of help desk staff training procedures and policies
Continuous Improvement
Identify opportunities to streamline processes and enhance service quality
Assist in the creation and updates of knowledge base articles, and standard operating procedures

Requirements

Requirements:

Bachelor's degree in information technology, Computer Science or 3+ years in an IT Service Desk support role
1-2 years as a supervisor/team lead supporting an IT Service Desk
The following certifications are required:

ITIL v4 Foundation certification
Network +
A+
AZ900
MS900

AZ104 certification, preferred
Advanced understanding of Microsoft, MAC and Android operating systems and MS Office Suite
Advanced knowledge of computer hardware, peripherals, basic networking concepts and Microsoft Office applications
Working experience with Office365, Google Apps, and Microsoft Outlook profile configuration
Working Knowledge of Multi-Factor Authentication tools
Working Knowledge of Active Directory tools and processes
Knowledge of VPN and remote connection technologies
Familiarity with ITSM tools, ServiceNow preferred
Basic understanding of domain-based networks, such as file and print shares mail and application servers
Basic knowledge of mobile devices and tablets and mobile device management
Excellent attitude, phone etiquette, written and verbal communication, and people skills
AA, BA/BS degree or equivalent experience preferred
Enthusiasm for IT and technology. Self-motivated, with initiative and a ‘can do' attitude. Ability to motivate and direct staff members and subordinates
Providing value to Coretek clients and ensuring best in class customer experience
Ability to troubleshoot, analyze and resolve customer concerns
Strong listening, verbal, written, and interpersonal communication skills
A strong sense of urgency and the ability to multi-task effectively with attention to details
Demonstrated organizational, communication and time management skills with the ability to work independently
May require shift work, including nights, weekends and holidays