JBPIND- Team Lead IT ServiceDesk

Company Overview:

JB Poindexter (India) Private Limited is asubsidiary ofJ.B.

Poindexter & Co., Inc.

a privately held diversified manufacturing company forecasting $2.5B in annual revenue and 8,500 team members in 2025.

The eight operating subsidiaries, covering over 50 locations, are engaged in the production of commercial truck bodies, step-vans, utility trucks, funeral coaches, limousines, pickup truck bed enclosures, precision machining, and expandable foam plastic packaging.

For more information, visit www.jbpoindexter.com

JB Poindexter (India) Private Limited is the captive shared services unit of the J.B.

Poindexter & Co., Inc.

The company, wholly owned by J.

B.

Poindexter & Co., Inc.

& is headquartered in Houston, Texas, USA.

Position Overview:

As a Team Lead - Service Desk Administrator, you will lead and oversee Tier 1 and Tier 2 support operations for our customers via phone, email, and computer chat.

You will guide the team in diagnosing, troubleshooting, and resolving technical issues by leveraging knowledge, tools, and best practices.

You will ensure timely escalation of complex issues beyond the team's span of control while driving service excellence and operational efficiency.

The successful candidate for this role will demonstrate strong leadership, analytical, and troubleshooting skills, possess experience with multiple technology platforms, and have the ability to manage, mentor, and develop a team.

You will collaborate across teams, drive continuous improvement initiatives, and foster a culture of accountability and learning.

The employee is expected to adhere to ethics policies and practices as established by J.B.

Poindexter & Co.

Responsibilities:


* Lead, mentor, and manage a team of service desk analysts to deliver Level I and Level II support across multiple business units


* Oversee daily service desk operations, ensuring timely resolution of tickets and adherence to SLAs and KPIs


* Monitor, prioritize, and assign service requests through the ticketing system using a first-in, first-out workflow while optimizing workload distribution


* Act as the primary escalation point for complex or high-impact issues and drive resolution in collaboration with Tier 2 and Tier 3 teams


* Demonstrate strong hands-on expertise in ServiceNow troubleshooting, with the ability to guide, mentor, and support team members in resolving ServiceNow-related issues effectively


* Ensure high-quality customer support via phone, email, and chat, while promoting a customer-first mindset within the team


* Review and validate documentation of customer interactions and ensure knowledge base updates for continuous improvement


* Drive root cause analysis and implement preventive measures for recurring incidents


* Conduct regular team performance reviews, provide coaching, and identify training needs for skill development


* Collaborate with cross-functional teams to improve processes, tools, and servic...