Service Desk Team Lead

Company Description

BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open-source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 80% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Learn more at betsol.com.

Job Description

Lead the Service Desk function: manage daily operations, ownership of ticket queues and SLAs, mentorship of staff, and close collaboration with SMEs and other IT teams to achieve high levels of customer satisfaction. 

Responsibilities:

• Supervise and mentor Service Desk staff; provide coaching, training and performance feedback. 
• Own daily ticket queue management, ensure SLA targets are met and apply escalations appropriately. 
• Coordinate with application and infrastructure SMEs for incident resolution and root cause analysis. 
• Prepare weekly and monthly service reports and present operational metrics to management. 
• Drive continuous improvement, develop runbooks, and oversee onboarding and knowledge-transfer activities. 
• Manage staffing, scheduling and shift coverage to meet operational needs. 
• Participate in Critical Incident Management and ensure effective communications with stakeholders. 
• Maintain process documentation and support audits. 

Qualifications

• Bachelor’s Degree in IT or equivalent experience preferred. 
• 3–5 years’ experience in IT Service Desk operations with at least 1–2 years in a lead or supervisory role. 
• Experience with ITSM tools such as ServiceNow or Jira and ITIL processes. 
• Strong leadership, mentoring, and communication skills. 
• Proven experience in reporting and metrics-driven service operations. 
• Strong analytical, and documentation skills.