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Service Desk Lead

3 months ago

Morristown, United States Hexaware Technologies Full time

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware’s commitment towards creating smiles.

“At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.”

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion—the driving force that makes one smile and innovate, create, and make a difference every day.


The Hexaware Advantage: Your Workplace Benefits

  • Excellent Health benefits with low-cost employee premium.
  • Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
  • Unlimited training and upskilling opportunities through Udemy and Hexavarsity



Position: Service Desk Lead

Location: Morristown, NJ (Onsite)

Hiring: Fulltime Opportunity



Job Description: Key Responsibilities:


Team Management:

  • Lead, mentor, and manage the service desk team, including assigning tasks, setting goals, and conducting performance reviews.
  • Recruit, train, and develop team members to enhance their technical and customer service skills.
  • Monitor team performance and productivity, ensuring adherence to service level agreements (SLAs) and other performance metrics.
  • Foster a positive and collaborative team environment that encourages continuous learning and improvement.

Service Desk Operations:

  • Oversee the service desk's daily operations, ensuring that all incoming support requests are handled efficiently and effectively.
  • Implement and maintain processes and procedures to streamline service desk operations.
  • Monitor and manage the ticketing system to ensure issues are logged, prioritized, and resolved in a timely manner.
  • Develop and maintain knowledge base articles, FAQs, and other support documentation.

Customer Service:

  • Ensure that the service desk provides excellent customer service, with a focus on user satisfaction and effective issue resolution.
  • Act as an escalation point for complex or high-priority issues, working to resolve them quickly and to the satisfaction of the user.
  • Conduct regular user satisfaction surveys and analyze feedback to identify areas for improvement.

Process Improvement:

  • Continuously evaluate and improve service desk processes, tools, and technologies to enhance efficiency and service quality.
  • Implement best practices for incident management, problem management, and service request fulfillment.
  • Collaborate with other IT teams to ensure seamless integration of support processes and systems.

Reporting and Metrics:

  • Generate regular reports on service desk performance, including key metrics such as response times, resolution rates, and customer satisfaction.
  • Analyze data to identify trends, areas for improvement, and opportunities to enhance service delivery.
  • Present findings and recommendations to senior management and other stakeholders.

Compliance and Security:

  • Ensure that all service desk activities comply with relevant policies, procedures, and regulations.
  • Promote and enforce security best practices within the service desk team.
  • Collaborate with the IT security team to address any security-related incidents or concerns.

Required Skills and Qualifications:

  • Proven experience as a Service Desk Manager or in a similar IT management role.
  • Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
  • Experience managing a team of technical support professionals.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving and analytical abilities.
  • Customer-focused with a commitment to delivering high-quality service.
  • Familiarity with service desk software, ticketing systems, and remote support tools.
  • Understanding of IT infrastructure, including hardware, software, and networking.

Preferred Qualifications:

  • Relevant certifications such as ITIL Foundation, HDI Service Desk Manager, or CompTIA Project+.
  • Experience with enterprise-level IT systems and applications.
  • Knowledge of project management principles and practices.
  • Experience in change management and process improvement initiatives.

Working Conditions:

  • This is onsite Role and needs presence in office 5 days a week.
  • The Service Desk Manager may need to work outside regular business hours to address critical incidents or during major IT deployments.
  • The role may require on-call availability for urgent support escalations