IT Helpdesk Team Leader

You are an experienced Helpdesk Team Lead responsible for managing and overseeing IT support operations to ensure seamless incident resolution, asset management, and user support. Your expertise in ServiceNow, O365, Active Directory, Asset Management, and Incident Management is crucial for guiding technical support teams effectively. Your key responsibilities include leading and mentoring a team of helpdesk professionals, managing ServiceNow ticketing systems for timely incident resolution, overseeing Active Directory administration, ensuring efficient asset management, providing support for O365 applications, implementing best practices for incident management, collaborating with cross-functional teams for IT service delivery improvement, generating reports, analyzing helpdesk performance metrics, ensuring compliance with IT policies and security standards, handling escalations, and providing advanced troubleshooting support when required. You must possess 8 to 10 years of IT helpdesk experience, with at least 4 years in a leadership role. Proficiency in ServiceNow for ITSM, strong knowledge of O365, experience with Active Directory, expertise in Asset Management, and solid understanding of Incident Management best practices are essential. Your problem-solving, communication, and leadership skills are critical for managing multiple priorities in a fast-paced IT environment. Preferred qualifications include ITIL certification or experience in IT service management frameworks, experience in handling escalations and driving process improvements, and knowledge of security best practices in IT support operations. This is a full-time position with a day shift schedule from Monday to Friday, requiring in-person work at Hyderabad location.,