Job Description
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...