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CSG is seeking a Service Desk Lead in India to manage a team of service desk analysts, ensuring high-quality IT support and effective problem resolution. The role requires strong leadership skills, ITIL knowledge, and experience in incident management within a collaborative environment.
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Job Summary
This role involves leading a team of service desk analysts while serving as the primary escalation point for complex technical issues.
Candidates must demonstrate strong adherence to SLAs and operational metrics while developing Standard Operating Procedures to ensure consistent service quality.
The position offers flexible work arrangements including remote, in-office, or hybrid options along with comprehensive healthcare and paid time off benefits.
Matching Summary
Match Score: 75
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CSG is seeking a Service Desk Lead in India to manage a team of service desk analysts, ensuring high-quality IT support and effective problem resolution. The role requires strong leadership skills, ITIL knowledge, and experience in incident management within a collaborative environment.
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Skills & Requirements
Must-have
7+ years IT support experience
4+ years service desk leadership
Incident and request management
SLA adherence and metrics
Team mentoring and coaching
ITIL process knowledge
SOP development and compliance
Nice-to-have
Cross-functional collaboration skills
Analytical thinking for trends
Group problem-solving facilitation
Strong interpersonal communication
Customer expectation management
External partner coordination
Key Requirements
Bachelor's degree in Computer Science or related field
Minimum 7 years total experience with 4 years in Service Desk
Proven track record in incident and request management
Demonstrated ability to lead and mentor service desk teams
Solid understanding of ITIL processes and frameworks