Service Desk Team Lead

DXC Technology is seeking a proactive and customer-focused Service Desk Team Lead with strong technical and operational expertise to oversee L1 support operations.

Requirements

• Act as the primary escalation point for all critical and high-priority IT incidents.
• Lead and manage Service Desk (L1) operations across calls, emails, chat, and ticketing platforms.
• Monitor, manage, and ensure adherence to SLA/OLA targets (response, resolution, backlog).
• Oversee ticket logging, classification, prioritization, and triaging in tools such as ServiceNow.
• Manage workload distribution, ensuring optimal utilization of team members.
• Drive incident resolution and service request fulfilment, ensuring high customer satisfaction.
• Collaborate with L2/L3 support teams for timely escalation and resolution.
• Conduct regular team reviews, coaching, and performance management.
• Ensure proper documentation of incident...