About 

Marlabs designs and develops digital solutions with data at the center. Driven by curiosity and a collaborative problem-solving mindset, we leverage our deep data expertise and cutting-edge technologies to empower businesses with actionable insights and drive improved digital outcomes. Our data-first approach intersects with AI & analytics, digital product engineering, advisory services, digital labs for rapid solution incubation and prototyping, and agile engineering to build and scale digital solutions. We work with leading organizations around the world to make operations sleeker, keep customers closer, transform data into decisions, boost legacy system performance, and seize novel opportunities in new digital revenue streams. 

Learn more about us – www.marlabs.com 

Job Title 

Service Desk Lead/Manager 

Experience 

6-8 years 

Requirements 

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience). 

• 4+ years in IT support roles, with at least 2 years in a leadership or senior service desk role. 

• Strong understanding of ITIL framework and best practices. 

• Hands-on experience with Active Directory, Microsoft 365, VDI environments, and general IT troubleshooting. 

• Excellent leadership, communication, and customer service skills. 

• Ability to analyze trends and implement proactive solutions to minimize recurring issues. 

• Strong organizational and time management skills, with the ability to handle multiple priorities. 

• Experience in automation and process improvement within IT support functions is a plus. 

Preferred qualifications: 

• ITIL Foundation Certification 

• Microsoft 365 Certified: Modern Desktop Administrator Associate. 

Roles and responsibilities 

Team Leadership & Operations Management: 

• Lead the service desk team to provide efficient support for end-user issues, including VPN, Outlook, permission requests, and account management. 

• Ensure smooth daily operations, monitoring team performance and workload distribution. 

• Act as a point of escalation for complex technical and service-related issues. 

• Maintain high levels of customer satisfaction by resolving issues in a timely and professional manner. 

• Conduct regular team meetings and one-on-one sessions to discuss performance, challenges, and improvements. 

Incident & Request Management: 

• Own and manage service desk tickets from initiation to resolution, ensuring timely and effective troubleshooting. 

• Join remote sessions with end users to diagnose and resolve issues efficiently. 

• Ensure adherence to ITIL-based incident, problem, and request management processes. 

• Prepare and present weekly ticket status reports to stakeholders, highlighting trends and areas for improvement. 

• Ensure proper documentation of all incidents, troubleshooting steps, and resolutions. 

Technical Expertise & Hands-On Support: 

• Provide L1.5-level support for Active Directory tasks, including user account management and group policy troubleshooting. 

• Manage Microsoft Office 365-related tasks such as license assignments, delegation requests, and basic troubleshooting. 

• Troubleshoot basic Virtual Desktop Infrastructure (VDI) issues. 

• Assist in resolving user account-related issues, password resets, and authentication problems. 

Process Improvement & Quality Management: 

• Analyze ticket dumps to identify recurring issues and suggest proactive solutions to reduce incidents. 

• Monitor and improve the quality of resolved tickets by implementing best practices and training sessions. 

• Create dashboards for daily, weekly, and monthly performance tracking of the service desk team. 

• Ensure strict adherence to response and resolution SLAs, identifying bottlenecks and areas for process enhancement. 

• Think proactively about automation opportunities to improve efficiency and implement relevant solutions. 

Training & Team Development: 

• Develop and implement cross-training initiatives to ensure team members are skilled across all relevant technologies. 

• Provide coaching and mentorship to service desk staff to improve technical skills and customer service abilities. 

• Ensure knowledge base articles and SOPs are updated and accessible to all team members. 

Marlabs is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. Our hiring practices ensure that all candidates are considered based on their qualifications, without regard to race, gender, age, disability, or any other characteristic protected by law. We believe that a diverse team brings unique perspectives and ideas, driving innovation and success.