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Service Desk Lead

🏢
Lenovo
📍 Gurugram, India
📍
Location Gurugram
📅
Posted June 02, 2026
🚗
Commute Local Area
🎯
Local Opportunity Near You!

This job is in your area. Enjoy a short commute and work close to home.

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Job Description

Description and Requirements

Key Roles & Responsibilities

Service Desk Operations

  • Manage daily operations of the Service Desk team.
  • Ensure incidents and service requests are resolved within defined SLAs.
  • Monitor ticket queues, backlog, aging, and escalation management.
  • Ensure proper ticket categorization, prioritization, and routing.
  • Drive first-call resolution and reduce repeat incidents.
  • Coordinate with L2/L3 support teams for issue resolution.

    • Incident & Problem Management

  • Govern Incident, Request, and Problem Management processes.
  • Handle major incidents and ensure timely stakeholder communication.
  • Conduct RCA reviews for critical incidents.
  • Identify recurring issues and drive preventive actions.
  • Ensure adherence to ITIL practices and operational governance.

    • Team Management

  • Lead, mentor, and develop Service Desk engineers/analysts.
  • Conduct ...

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    📍 Location Details

    🌆
    City
    Gurugram
    🗺️
    Country
    India
    🚗
    Commute
    Local Area

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