CrawlJobs Logo

Team Lead, Managed Services Client Service Desk

nttdata.com Logo

NTT DATA

Location Icon

Location:
India , Karnātaka

Category Icon
Category:
IT - Administration

Job Type Icon

Contract Type:
Not provided

Salary Icon

Salary:

Not provided
Save Job
Save Icon
Apply Position

Job Description:

The Team Lead for Managed Services Client Service Desk is an entry-level position responsible for overseeing a team of service desk agents, ensuring client satisfaction through effective management of daily operations. Candidates should possess a Bachelor's degree in Information Technology or a related field, along with relevant technical certifications. Key responsibilities include managing ticket resolution, team performance, and process improvements. The role requires strong leadership and client engagement skills.

Job Responsibility:

  • Responsible for managing a team of junior service desk agents and / or administrators
  • Ensures resource allocation, attendance, effective achievement of KPI’s and planning activities
  • Contributes to the process of managing tickets or calls logged at the service desk
  • Ensures all incidents which are logged, are accurately registered and categorized
  • Ensures the allocation of an appropriate ticket prioritization code upon receipt of the ticket/call and during the logging process
  • Ensures ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct it
  • Be expected to take ownership and resolve or further escalate escalated incidents
  • Checks incidents are fully resolved, and users and/or clients are satisfied and agree to close the related incident
  • Ensures relevant actions have been logged to enable tracking
  • Monitors the performance of the team and identifies any training/ coaching intervention required
  • Leads the discussion of the daily huddles and ensures performance-enhancement solutions are identified and implemented
  • Supports with identifying any gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
  • Supports with monitoring backlog and uses escalation channels to get the right team involved in resolving tickets in a timely manner

Requirements:

  • Bachelor's degree or equivalent in information technology or related field
  • Relevant technical certifications preferred
  • ITIL v4 specialist certification and knowledge is required
  • Demonstrated relevant work experience gained in call center managed services/services delivery environment within a medium to large information technology environment
  • Entry level team management/leadership experience
  • Demonstrable experience leading a team of service desk agents preferably within a global technology organization

Additional Information:

Job Posted:
March 19, 2026

Employment Type:
Fulltime
Work Type:
On-site work
Icon
NTT DATA - All Job Offers
Job Link Share:
Copy Link Icon
Facebook Icon Twitter Icon LinkedIn Icon

Looking for more opportunities? Search for other job offers that match your skills and interests.

Briefcase Icon

Similar Jobs for Team Lead, Managed Services Client Service Desk

Client Services Manager

This is an exciting and crucial role for Captify Australia’s growth, leading the...
Location
Location
Australia , Sydney
Salary
Salary:
Not provided
captifytechnologies.com Logo
Captify
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 1 years experience in account management or customer service experience across both managed/direct and programmatic business
  • Proficient use of Microsoft Excel
  • Excellent communicator with both internal and external stakeholders via email, phone and in person
  • Excellent attention to detail
  • Good prioritisation and time management skills
  • Ability to thrive in a start-up environment and hustle
Job Responsibility
Job Responsibility
  • Primary point of contact for agency clients on existing live accounts
  • Upsell on existing accounts, as well as work with Sales team to unearth new business opportunities from existing contacts
  • Recommend optimisations and new audiences to agency traders to increase scale of delivery and performance
  • Upweight - responsible for pushing campaign specific upweights
  • Diagnostics - working with Technical AM team and traders to ensure campaigns (both programmatic and managed) are set up using Captify best practise and delivering/pacing well
  • Delivering best-in-class service to clients and adhering to internal/external SLAs, managing client expectations and delivering on these to maximise growth opportunity with clients
  • Understanding prioritisation of accounts in line with spends or potential for future growth, building strategic account plans alongside sales leads
  • Working with sales leads to keep Captify front of mind for agencies, through external meetings and hot desking
  • Responsible for compiling campaign PCAs for Tier 1 growth accounts
  • Helping to identify future strategic growth for the business
What we offer
What we offer
  • 25 days holiday + bank holidays + your birthday + volunteer day
  • Regular shut down days, including the festive period
  • Access to SPILL - instant therapy support
  • Access to Mental Health First Aiders
  • Sport and wellbeing activities
  • Financial wellbeing support
  • Work from home and flexible/core working hours
  • Work from any Captify office in the world
  • Enhanced family friendly policies
  • Pet friendly office
  • Fulltime
Read More
Arrow Right

Technical Service Delivery Manager

We are partnering with a leading UK Managed Services Provider (MSP) known for de...
Location
Location
United Kingdom , York
Salary
Salary:
40000.00 GBP / Year
dynamicsearch.co.uk Logo
Dynamic Search Solutions
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • 4+ years’ experience in an MSP or IT services environment
  • Previous experience in senior support or infrastructure roles (e.g., 2nd Line Engineer, Infrastructure Engineer, Service Desk Team Lead)
  • Strong understanding of ITIL principles and service delivery best practices
  • Excellent communication skills, able to bridge technical and business conversations
  • Proactive, customer-focused, and capable of managing multiple stakeholders
  • Comfortable working in a hybrid environment and adapting to a growing team
Job Responsibility
Job Responsibility
  • Serve as the primary point of contact for a portfolio of managed service clients
  • Manage escalations, coordinating with technical teams to ensure timely and effective resolutions
  • Lead service reviews, onboarding sessions, and client feedback meetings
  • Translate complex technical services into business-friendly language for stakeholders at all levels
  • Build and maintain strong client relationships, driving satisfaction, renewals, and continuous service improvement
  • Collaborate with internal teams to enhance service delivery processes and standards
What we offer
What we offer
  • Hybrid working with flexibility to balance office and remote days
  • Opportunity to step into a customer-facing service delivery role without losing technical involvement
  • Career progression in a growing, innovative MSP
  • Supportive, people-focused culture emphasising training, mentorship, and professional development
  • Exposure to a diverse client base and challenging IT environments
  • Fulltime
Read More
Arrow Right

Specialist Service Desk Engineer

The number one goal of everyone in our team is to make our clients exceptionally...
Location
Location
United Kingdom , Hebburn
Salary
Salary:
34000.00 - 44000.00 GBP / Year
itcservice.co.uk Logo
ITC Service Ltd
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • A love of (and ability to) Solve Problems & Challenges
  • Excellent communication skills, founded in being a good listener
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  • A deep desire to deliver an amazing Client Experience
  • Advanced knowledge of IT Applications, Software & Hardware
  • The ability to speak both Geek and human
  • Experience using a Ticketing system / RMM Tool and PSA software (5 years minimum)
  • Experience providing support via remote tools (5 years minimum)
  • Experience handling Technical Service Tickets (5 years minimum)
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business (5 year minimum)
Job Responsibility
Job Responsibility
  • Work on and resolve escalated Service Desk Tickets and Projects
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • Provide the Client with advanced remote troubleshooting
  • Remote Hardware Maintenance and Support
  • Use our Ticketing System to manage projects and resolve Service Desk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process
  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Fulltime
Read More
Arrow Right

Fire Alarm Service Manager

A chance to step up and take ownership of a UK-wide fire alarm service team. You...
Location
Location
United Kingdom , North London
Salary
Salary:
45000.00 - 55000.00 GBP / Year
perigonsearch.co.uk Logo
Perigon Search
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Experience leading fire alarm service teams or something very similar
  • Strong technical knowledge of fire detection systems and BS 5839-1:2025
  • Confident in managing both engineers and office-based staff
  • Comfortable working with data and reports
  • Good at keeping clients updated
  • Happy using service management tools and systems day to day
Job Responsibility
Job Responsibility
  • Leading a UK-wide fire alarm maintenance and remedial service department
  • Managing service desk leads and field engineers
  • Making sure work meets BS 5839-1:2025
  • Scoping and delivering remedial projects
  • Reviewing performance and improving processes
  • Acting as the escalation point for client issues
  • Supporting recruitment, onboarding, and service quality
  • Monitoring KPIs and tightening up operational delivery
What we offer
What we offer
  • Car allowance
  • Great pension scheme
  • Life assurance at 4 times your annual salary
  • Holiday allowance plus bank holidays
  • Industry-leading referral bonus scheme up to £1,000
  • Mental health and wellbeing support
  • Ongoing training and career development
  • Employee recognition perks
  • Fulltime
Read More
Arrow Right

Service Delivery Manager

As IT services must serve the business needs, which means they require the overs...
Location
Location
Belgium , Brussels
Salary
Salary:
Not provided
https://www.soprasteria.com Logo
Sopra Steria
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Project and/or service management within an IT environment
  • Technical insight to lead development teams working in .NET
  • Setting up application life cycle management
  • Presales and sales activities
  • People management and strong communication skills
  • Education: Bachelor’s degree in computer science or a relevant equivalent
  • Languages: English and Dutch or French
Job Responsibility
Job Responsibility
  • Effective management of service desks
  • Implementation of continuous improvement strategies
  • Maintaining high standards of IT services
  • Proactive communication with clients
  • Efficient resource management
  • Resolving issues as they happen
  • Driving digital transformation alongside customer satisfaction
What we offer
What we offer
  • Mobility options (including a company car)
  • Insurance coverage
  • Meal vouchers
  • Eco-cheques
  • Continuous learning opportunities through the Sopra Steria Academy
  • Team events
  • Fulltime
Read More
Arrow Right

Managed Services Operations Specialist

The Managed Services Operations Specialist is responsible for overseeing service...
Location
Location
South Africa , Johannesburg
Salary
Salary:
Not provided
nttdata.com Logo
NTT DATA
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Minimum of 8 years experience in service delivery within a large-scale technology services environment across a range of services including outsourced services
  • Extensive experience in managed services and service delivery environment including technical and service management exposure
  • Track record of effective workshop facilitation and interviewing skills
  • Solid management and leadership experience
  • Possess working knowledge of ITIL with preference to executing in the environment
  • Demonstrate a broad understanding of the vast range of IT operations and Dimension Data service offerings
  • Possess knowledge and understanding of IT industry environment and business needs
  • Possess a strong business and commercial orientation with a supporting interest in technology
  • Demonstrate skills in persuasion and influencing management, staff, suppliers, clients and vendors
  • Possess excellent presentation and communications skills and comfort with communicating solutions to clients at a business and technical level
Job Responsibility
Job Responsibility
  • Works closely with colleagues from all Services divisions to manage all aspects of service delivery into the various service delivery contracts within their client(s)
  • Ensures the integrity of the services provided by the Dimension Data Group
  • Plan, manage and monitor the implementation of operational activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery
  • Contribute to the definition and management of the Services Delivery strategy and execution thereof into their clients
  • Reviews current and proposed information systems for compliance with the organisation's obligations
  • Ensures that service delivery meets agreed service levels
  • Creates and maintains a catalogue of available services
  • In consultation with the client negotiates service level requirements and agrees service levels
  • Diagnoses service delivery problems and initiates actions to maintain or improve levels of service
  • Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency
  • Fulltime
Read More
Arrow Right

Service Desk Senior Engineer

Service Desk Senior Engineer-Service Support position at Sopra Steria, a major T...
Location
Location
India , Noida
Salary
Salary:
Not provided
https://www.soprasteria.com Logo
Sopra Steria
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Working knowledge of Operating Systems (Windows 10 & Windows 11)
  • MS Office
  • Outlook
  • MS Teams
  • Azure AD
  • on-prem Active Directory
  • M365
  • Defender
  • VPN
  • ServiceNow
Job Responsibility
Job Responsibility
  • Provide support on the first line of the Global Shared Service Desk & Monitoring to multiple external customers
  • Assist users with hardware, application, and software problems via phone, self-service, email, and chat within the time specified by the agreed service levels
  • Handle calls, Emails, Chats, incidents, and Requests on the ticketing and monitoring tool
  • Log details of all incidents: alerts/events and problems utilizing standard reporting methods
  • Provide first-line fixes, utilize relevant procedures, or escalate problems
  • Use the supplied checklists and ensure that the problems highlighted are followed up on
  • Maintain procedures that are compliant with ITIL, the company's quality management system
  • Knowledge of computers, IT infrastructure, Printers, MS Office products, networks, servers, etc., and their components
  • Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
  • Tracking and documenting any changes made to the KB article and creating of KB article
What we offer
What we offer
  • Commitment to fighting against all forms of discrimination
  • Inclusive and respectful work environment
  • All positions open to people with disabilities
  • Fulltime
Read More
Arrow Right

Senior Service Delivery Manager

Robert Half is currently seeking an experienced IT Service Delivery Manager for ...
Location
Location
United States , Appleton
Salary
Salary:
Not provided
https://www.roberthalf.com Logo
Robert Half
Expiration Date
Until further notice
Flip Icon
Requirements
Requirements
  • Multiple years of experience in IT managed services and/or IT operations
  • Must have previous experience in a service delivery, service management, or client-facing operational role
  • Experience supporting complex, multi-site, or regulated customer environments
  • Strong understanding of MSP operations, including: Ticketing systems and service workflows, SLA and contract-driven service delivery, Escalation management models, and Core IT infrastructure concepts (networks, servers, cloud platforms, security)
  • Proven ability to manage multiple clients, priorities, and competing deadlines
  • Strong written and verbal communication skills with executive-level clients
  • Hands-on experience with MSP service management tools (e.g., ConnectWise or similar)
  • ITIL certifications are strongly preferred
  • Previous experience supporting healthcare clients and environments is strongly preferred
Job Responsibility
Job Responsibility
  • Own day-to-day and long-term service delivery outcomes for multiple managed services clients
  • Ensure services are delivered in alignment with contractual obligations, SLAs, and defined KPIs
  • Track and analyze operational performance, including: Ticket volume, backlog, and resolution times, SLA compliance and trend analysis, Incident frequency, severity, and root causes
  • Coordinate cross-functional teams (service desk, NOC, SOC, engineering, and project teams) to meet service commitments
  • Identify service delivery risks early and drive mitigation plans before customer impact
  • Serve as the primary operational contact for clients on service-related matters
  • Lead regular service review meetings (QBRs/EBRs), covering: Performance metrics and trends, Escalations and incident summaries, Risk posture, including security where applicable, Recommendations for service optimization and roadmap alignment
  • Manage client expectations through clear, timely, and professional communication
  • Act as escalation owner for high-impact incidents and chronic service issues
  • Lead major incident response, ensuring ownership, communication cadence, and resolution timelines
What we offer
What we offer
  • Access to top jobs, competitive compensation and benefits, and free online training
  • Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance
  • Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan
  • Fulltime
Read More
Arrow Right
Jobs by Category
Art and Entertainment Jobs Banking Jobs Call Center Jobs Construction Jobs Consulting Jobs Customer Service Jobs Education Jobs Energy Jobs Finance Jobs Gastronomy Jobs Health and Beauty Jobs Hospitality and Tourism Jobs Human Resources Jobs Insurance Jobs IT - Administration Jobs IT - Software Development Jobs Legal Jobs Logistics Jobs Manufacturing Jobs Marketing, Digital Marketing, SEO, SEM Jobs Media Jobs Nursing Jobs Office Administration Jobs Pharmacy Jobs Physical Work Jobs Public Relations Jobs Public Sector Jobs Purchasing Jobs Quality Control Jobs Real Estate Jobs Research and Development Jobs Sales Jobs
Job Positions Jobs by Country
United States Jobs United Kingdom Jobs India Jobs Canada Jobs Australia Jobs Germany Jobs Ireland Jobs Poland Jobs
Company
Blog About Us Contact
Follow Us
Facebook
X (Twitter)
LinkedIn
Instagram
CrawlJobs Group
ITFlashcards AllDevBlogs
© 2026 CrawlJobs Ltd. All Rights Reserved
Terms & Conditions Privacy Policy