Service Desk Lead

Lenovo

Lenovo

Gurugram, Haryana, India

Posted on May 25, 2026

General Information

Req #
WD00099169
Career area:
Services
Country/Region:
India
State:
Haryana
City:
Gurgaon
Date:
Thursday, May 21, 2026
Working time:
Full-time
Additional Locations:
* India - Haryāna - Gurgaon
* India - Haryāna - Gurgaon

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.
Lenovo is a US$69 billion revenue global technology powerhouse, ranked #196 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub.

Description and Requirements

Key Roles & Responsibilities

Service Desk Operations

  • Manage daily operations of the Service Desk team.
  • Ensure incidents and service requests are resolved within defined SLAs.
  • Monitor ticket queues, backlog, aging, and escalation management.
  • Ensure proper ticket categorization, prioritization, and routing.
  • Drive first-call resolution and reduce repeat incidents.
  • Coordinate with L2/L3 support teams for issue resolution.

Incident & Problem Management

  • Govern Incident, Request, and Problem Management processes.
  • Handle major incidents and ensure timely stakeholder communication.
  • Conduct RCA reviews for critical incidents.
  • Identify recurring issues and drive preventive actions.
  • Ensure adherence to ITIL practices and operational governance.

Team Management

  • Lead, mentor, and develop Service Desk engineers/analysts.
  • Conduct performance reviews, coaching, and skill development sessions.
  • Manage shift rosters, workload distribution, and resource planning.
  • Ensure team adherence to process and quality standards.

Service Improvement & Governance

  • Analyze operational KPIs and customer feedback.
  • Drive Continuous Service Improvement (CSI) initiatives.
  • Create and maintain SOPs, knowledge articles, and process documentation.
  • Ensure audit and compliance adherence.
  • Improve automation and reporting mechanisms.

Stakeholder & Customer Management

  • Act as the primary escalation point for critical issues.
  • Provide regular service performance reports to management/customers.
  • Conduct governance reviews and service review meetings.
  • Maintain effective communication during outages and service disruptions.

Required Skills

  • Strong knowledge of ITSM and ITIL framework
  • SLA & KPI management
  • Incident and Major Incident Management
  • Excellent leadership and communication skills
  • Stakeholder management
  • Reporting and analytical skills
  • Escalation handling
  • Customer service orientation
  • Knowledge management and process governance
  • Experience with ticketing tools such as ServiceNow, Remedy, Jira, or Freshservice

Preferred Technical Knowledge

  • Windows OS & Microsoft 365
  • Active Directory
  • VPN & Remote Support
  • Networking basics
  • SCCM / Endpoint management
  • IT asset management
  • Collaboration tools (Teams, Zoom, Outlook)

Additional Locations:
* India - Haryāna - Gurgaon
* India - Haryāna - Gurgaon
* India
* India - Haryāna
* India - Haryāna - Gurgaon , * India - Haryāna - Gurgaon
NOTICE FOR PUBLIC
At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.
Please beware of fraudulent recruiters posing as Lenovo representatives. They may request cash deposits or personal information. Always apply through official Lenovo channels and never share sensitive information. Lenovo does not solicit money or sensitive information from applicants and will not request payments for training or equipment.
Kindly verify job offers through the official Lenovo careers page or contact IndiaTA@lenovo.com. Stay informed and cautious to protect yourself from recruitment fraud. Report any suspicious activity to local authorities.
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