Service Desk Team Lead

Role Overview

DXC Technology, a leading enterprise technology partner, is seeking a proactive and customer-focused Service Desk Team Lead to oversee L1 support operations. The role manages a team of Service Desk Agents, ensuring timely resolution of incidents and service requests while delivering high-quality customer experience in alignment with organizational SLAs and ITIL processes.

Key Responsibilities

• 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 using ServiceNow.
• Manage workload distribution, ensuring optimal utilization of team members.
• Drive incident resolution and service request fulfilment, ensuring high c...