IT Infrastructure Service Desk Lead

Job Description

Zensar Technologies is looking for an experienced IT Infrastructure Service Desk Lead to manage enterprise IT support operations and ensure high-quality service delivery. The role involves leading service desk teams, monitoring incident management processes, maintaining SLA compliance, and driving continuous service improvement initiatives. The candidate will coordinate with infrastructure, network, and application support teams to resolve complex technical issues efficiently. Strong leadership, communication, and ITIL knowledge are highly desirable.

Key Responsibilities
Lead daily operations of the IT Infrastructure Service Desk team.
Monitor incident, request, and problem management processes.
Ensure SLA compliance and maintain high customer satisfaction levels.
Manage escalation of critical infrastructure and application issues.
Prepare operational reports and service performance dashboards.
Coordinate with network, cloud, and infrastructure support teams.
Train, mentor, and evaluate service desk engineers.
Identify opportunities to automate support processes and improve operational efficiency.