Organization Marlabs is a digital innovation company helping enterprises innovate & capture digital opportunities to enable swifter solutions. Our focus is to help each of our clients find and capture their unique opportunities and empower them with digital technologies so that they can run a purposeful business. Visit and know more about us – www.marlabs.com Job Title Service Deskand Lead/Manager Years of Exp 6 to 8 Years Exp Skills End user computing, Office 365, Active Directory, VDI Responsibilities Job Summary:
The Service Desk Team Lead is responsible for leading the service desk team in delivering high-quality technical support to end users. This role involves managing daily operations, ensuring SLAs are met, handling escalations, and working with customers to align IT support with business needs. The ideal candidate will have hands-on experience in troubleshooting, IT service management, and mentoring team members to enhance overall service desk performance.
Key Responsibilities:
Team Leadership & Operations Management:
Lead the service desk team to provide efficient support for end-user issues, including VPN, Outlook, permission requests, and account management.
Ensure smooth daily operations, monitoring team performance and workload distribution.
Act as a point of escalation for complex technical and service-related issues.
Maintain high levels of customer satisfaction by resolving issues in a timely and professional manner.
Conduct regular team meetings and one-on-one sessions to discuss performance, challenges, and improvements.
Incident & Request Management:
Own and manage service desk tickets from initiation to resolution, ensuring timely and effective troubleshooting.
Join remote sessions with end users to diagnose and resolve issues efficiently.
Ensure adherence to ITIL-based incident, problem, and request management processes.
Prepare and present weekly ticket status reports to stakeholders, highlighting trends and areas for improvement.
Ensure proper documentation of all incidents, troubleshooting steps, and resolutions.
Technical Expertise & Hands-On Support:
Provide L1.5-level support for Active Directory tasks, including user account management and group policy troubleshooting.
Manage Microsoft Office 365-related tasks such as license assignments, delegation requests, and basic troubleshooting.
Troubleshoot basic Virtual Desktop Infrastructure (VDI) issues.
Assist in resolving user account-related issues, password resets, and authentication problems.
Process Improvement & Quality Management:
Analyze ticket dumps to identify recurring issues and suggest proactive solutions to reduce incidents.
Monitor and improve the quality of resolved tickets by implementing best practices and training sessions.
Create dashboards for daily, weekly, and monthly performance tracking of the service desk team.
Ensure strict adherence to response and resolution SLAs, identifying bottlenecks and areas for process enhancement.
Think proactively about automation opportunities to improve efficiency and implement relevant solutions.
Training & Team Development:
Develop and implement cross-training initiatives to ensure team members are skilled across all relevant technologies.
Provide coaching and mentorship to service desk staff to improve technical skills and customer service abilities.
Ensure knowledge base articles and SOPs are updated and accessible to all team members.
Required Skills & Qualifications:
Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Experience: 4+ years in IT support roles, with at least 2 years in a leadership or senior service desk role.
Strong understanding of ITIL framework and best practices.
Hands-on experience with Active Directory, Microsoft 365, VDI environments, and general IT troubleshooting.
Excellent leadership, communication, and customer service skills.
Ability to analyze trends and implement proactive solutions to minimize recurring issues.
Strong organizational and time management skills, with the ability to handle multiple priorities.
Experience in automation and process improvement within IT support functions is a plus.
Preferred Certifications:
ITIL Foundation Certification
Microsoft 365 Certified: Modern Desktop Administrator Associate
Work Environment & Benefits:
Hybrid/Remote work options available [if applicable]
Opportunities for professional growth and certifications
Competitive salary and benefits package
Collaborative and innovative work culture
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