Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries. 
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests. 
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

• Team Leadership & Supervision
• Lead, mentor, and manage the Service Desk team to ensure high performance.
• Allocate workloads, monitor team productivity, and provide regular feedback.
• Conduct training and coaching to improve technical and customer service skills.
• Incident & Service Request Management
• Oversee incident triage, assignment, and resolution across the team.
• Ensure all tickets are logged, prioritized, and resolved within defined SLAs.
• Act as an escalation point for critical or unresolved incidents.
• Onboarding & Offboarding
• Ensure timely and accurate user provisioning/de-provisioning.
• Standardize onboarding/offboarding processes in alignment with compliance requirements.
• SLA & Performance Management
• Monitor SLA adherence across incidents, requests, and changes.
• Prepare and present regular reports on performance metrics and trends.
• Client Interaction & Stakeholder Management
• Act as the primary point of contact for client escalations and service reviews.
• Manage expectations and ensure client satisfaction through proactive communication.
• Monitoring & Observability Oversight
• Supervise monitoring activities to ensure proactive detection of issues.
• Coordinate responses to alerts and ensure timely escalation where required.
• Change Management
• Process & Knowledge Management
• Reporting & Governance
• Continuous Improvement & Innovation
• Collaboration
•  

Technical Skills

• Strong leadership and people management skills.
• In-depth knowledge of IT Service Management (ITSM) practices (Incident, Request, Change).
• Hands-on experience with Jira Service Management or similar ticketing systems.
• Familiarity with monitoring and observability tools (e.g., Splunk, Grafana, Datadog).
• Excellent communication, stakeholder management, and conflict resolution skills.
• Ability to work under pressure while maintaining SLA compliance.

Nice-to-have skills

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (preferred).
• 8+ years of IT Service Desk experience with at least 3 years in a team lead role.
• ITIL Foundation certification (mandatory; Intermediate/Practitioner preferred).

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.