Skip to main content

Service Desk Shift Lead

Posted: 15 Sep 2020 Closes: 15 Oct 2020
Gurgaon Office, India Competitive
Permanent & Full-time SHL_JR001739

The Company:

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at

Are you ready for your first Service Desk leadership role? Do you have excellent technical and interpersonal skills that you can share with others? SHL is seeking a Service Desk Shift Lead to join our Global Service Desk team in Gurgaon supporting SHL employees around the clock across the globe. As a Service Desk Shift you will be a hands-on lead during your shift ensuring that the team provides excellent IT support services to your colleagues across SHL.

SHL fosters a collaborative and supportive work environment where individuals strong on aptitude and attitude will have opportunities to grow their professional careers by working with experienced technology experts and managers. The ideal candidate will possess a demonstrable track record of success in an existing Service Desk and the desire to take on a new demanding challenge.

As Service Desk Shift Lead you will provide both strategic and technical support and guidance to your shift, in managing and resolving technical issues. Working as part the Service Desk leadership team with other Shift Leads and the Service Desk Manager to manage resourcing and continuous service improvements. Key to success is having the ability to work both strategically and hands on, with a desire to find appropriate technical solutions.

Key Accountabilities:

Coordinating the shift team to provide continuous and adequate service cover
  • Organize weekly schedule of priorities across the sub-team team on a daily and weekly basis
  • Monitoring coverage of the phone queue
  • Scheduling team coverage across remote offices
  • Monitoring daily team responsibilities
  • Manage and coach team members
  • Handling escalated service issues on their shift
  • Recommending training and development actions for the local Service Technicians
  • Major Incident Management
Work closely alongside the Global Service Desk Manager
  • Establishing yourself as a go-to person for your shift
  • Reporting to the regional Global Service Desk Manager on service performance, opportunities, and issues
  • Covering for the regional Global Service Desk Manager on occasion
Escalate potential issues before they are raised by the business or other IT managers

Conduct new hire orientation module across your shift ensuring the new employees are fully able to utilise SHL's technology.

Required Skills & Experience:

  • At least 3 years' experience working on an IT Help Desk some team leading preferred
  • Expert knowledge of/experience with the following:
    • Windows 10
    • Office 365
    • Outlook
    • SharePoint
    • Chrome/IE/Firefox
    • Mac device support
    • iPhone support
  • Passion for providing excellent customer service
  • Strong English written and verbal communication skills
  • Ability to work in a fast-pace environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines
  • Ability to work on shift patterns that provide round the clock support to the business
  • Ability to occasionally adjust work schedule to meet business need
  • Able to work effectively with both local and remote staff, teammates and managers
  • ITIL Foundation Certification

Our Ideal Candidate Also Has:

  • ISO27001, ISO20000 experience
  • Strong analytic problem-solving skills
  • Undergraduate degree
  • Able to manage a Major Incident requiring multiple technical teams to resolve the issue and coordinate client communications.

What SHL Can Offer You:

  • A culture comprised of diverse, global teams who have a passion for collaboration and client service
  • A comprehensive benefit packages
  • Support, coaching, and on-the-job development to achieve career success
  • The ability to engage, influence, and interact with a broad array of IT managers and specialists


Share Job