Helpdesk Lead

Gratitude India Pvt Ltd; Pune District, Mumbai, Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Health insurance

Job summary

Gratitude India Pvt Ltd is seeking a Lead for Tier 1 HR Helpdesk voice operations in Pune. You will manage HR teams, handle escalations, staffing, and performance while driving SLAs, FCR, quality and compliance.

You will oversee HR queries, ServiceNow cases, and MIS reporting, ensuring strong governance and continuous process improvement. The role requires 6–10 years in international voice (including US voice) with 2+ years in team leadership, and hands-on experience with HRIS, SLAs, MIS, Excel

Qualifications

• Graduate with 6–10 years in international voice, including US voice, plus 2+ years team handling.
• HR Helpdesk/Operations experience with ServiceNow, HRIS, SLAs, MIS, Excel & HR stakeholder management.

Responsibilities

• Lead Tier 1 HR Helpdesk voice operations.
• Manage HR teams, escalations, staffing and performance.
• Drive SLAs, FCR, quality and compliance.
• Oversee HR queries, ServiceNow cases, MIS reporting.
• Stakeholder governance and continuous process improvement.

Skills

HR Helpdesk

Team leadership

SLA & FCR

ServiceNow

MIS reporting

Stakeholder mgmt

Quality & compliance

Education

Graduate degree

Tools

ServiceNow

HRIS

Excel

Job description

Lead Tier 1 HR Helpdesk voice operations, manage HR teams, escalations, staffing and performance. Drive SLAs, FCR, quality and compliance, oversee HR queries, ServiceNow cases, MIS reporting, stakeholder governance and continuous process improvement.

Required Candidate profile

Graduate with 6–10 years in international voice, including US voice, plus 2+ years team handling. HR Helpdesk/Operations experience with ServiceNow, HRIS, SLAs, MIS, Excel & HR stakeholder management.