Job Opening For Shift Lead Noida

Role & responsibilities

Position: Shift Lead / Service Desk Lead
Experience: 56 Years
Location: Noida – Sector 8
Salary: Up to 47000 CTC per month
Qualification: Any Graduate
Employment Type: Full-TimeJob SummaryWe are looking for an experienced Shift Lead / Service Desk Lead to manage day-to-day Service Desk operations and lead a team of IT support professionals. The ideal candidate should have strong knowledge of ITIL V4, ITSM processes, Service Desk operations, and ITSM tools, along with good team-handling and customer-management skills.Key Responsibilities

• Lead and manage the day-to-day operations of the IT Service Desk.
• Handle and monitor Service Desk team performance, productivity, and service quality.
• Ensure incidents, service requests, and user queries are logged, tracked, and resolved within defined SLAs.
• Manage escalations and coordinate with L2/L3 support teams for timely resolution.
• Ensure adherence to ITIL V4 and ITSM best practices.
• Monitor SLA, TAT, ticket backlog, response time, and resolution time.
• Prepare and review daily/weekly/monthly Service Desk reports and MIS.
• Conduct team meetings, allocate work, and monitor individual team performance.
• Identify recurring issues and coordinate for problem management and permanent resolution.
• Work closely with internal IT teams, vendors, and stakeholders to resolve critical issues.
• Ensure proper documentation and adherence to Service Desk processes and procedures.
• Handle shift operations and ensure adequate team coverage.
• Drive continuous improvement initiatives within Service Desk operations.
• Support audits and ensure compliance with defined ITSM processes.

Required Skills

• Strong knowledge of ITIL V4 framework.
• Good understanding of ITSM processes.
• Hands-on experience with ITSM/Service Desk tools.
• Experience in Incident Management, Request Management, Escalation Management, and SLA Management.
• Strong team-handling and leadership skills.
• Good communication and interpersonal skills.
• Ability to handle customer escalations and critical incidents.
• Good analytical and problem-solving skills.
• Experience in preparing Service Desk MIS and performance reports.

Education

• Any Graduate qualification.
• ITIL V4 certification will be an added advantage.

Experience

• 5–6 years of relevant experience in IT Service Desk / IT Support / Service Desk Operations.
• Candidates with prior experience as Service Desk Lead, Shift Lead, Team Lead, or IT Support Lead will be preferred.

Compensation & LocationSalary: 47000 CTC per month
Location: Noida, Sector 8

Preferred candidate profile

Who can Handle 40 to 50 Service Desk Remote Support Team

Perks and benefits

Salary + PF and Other benefits as per Government Norms