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Associate Lead Consultant – IT Service Desk
YASH TechnologiesLead IT Service Desk operations ensuring exceptional end-user support while driving operational excellence. Oversee incident management, support teams, and enhance service delivery through continuous improvement.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in IT Service Desk operations, with a focus on incident management, service request resolution, and team development. Proficient in driving automation and optimizing ITSM workflows to enhance service delivery.
Highest-signal resume keywords
IT Service Desk LeadershipIncident ManagementServiceNowAWSITIL 4 Foundation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
IT Infrastructure ManagementService Request ManagementProblem ManagementChange ManagementKnowledge Management
Soft Skills
CoachingMentoringCollaboration
Tools & Technologies
ServiceNowManageEngineJira Service ManagementBMC RemedyCloud Infrastructure
Certifications & Qualifications
ITIL 4 FoundationServiceNow CSAMicrosoft Certifications
Industry Keywords
24x7 OperationsSLA CommitmentsOperational ReviewsGovernance MeetingsClient Service Reporting
Tech Stack
Tools & technologiesAWSAzureCloudGoogle Cloud PlatformITSMServiceNow
About the role
Key responsibilities & impact- Lead and manage 24x7 IT Service Desk operations supporting global users.
- Ensure incidents and service requests are resolved within SLA commitments.
- Coach, mentor, and develop Service Desk Analysts while managing staffing, scheduling, and performance.
- Conduct operational reviews, governance meetings, and client service reporting.
- Collaborate with Infrastructure, Cloud, Network, Security, EUC, and Application support teams.
- Drive automation, self-service, AI, and ITSM workflow optimization.
Requirements
What you’ll need- 12+ years of IT Infrastructure/Service Desk experience including 5+ years in a leadership role.
- Bachelor's degree in Computer Science, Information Technology, or related field.
- Strong knowledge of Incident, Request, Problem, Change, and Knowledge Management.
- Experience with ServiceNow, ManageEngine, Jira Service Management, or BMC Remedy.
- Working knowledge of AWS, Azure, or GCP and enterprise IT infrastructure.
- Preferred certifications: ITIL 4 Foundation, ServiceNow CSA, Microsoft Certifications.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options