Helpdesk Team Lead

Enrich And Enlight Business Consulting; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Enrich And Enlight Business Consulting is hiring a Helpdesk Team Lead in Bangalore for HR Shared Services. The role involves supervising daily HR helpdesk operations, resolving employee queries, and driving service quality.

The ideal candidate will have experience in HR Helpdesk, SLA management, and generating MIS dashboards, with strong communication and leadership skills. Office-based, shift-friendly to US hours, in a Bangalore office.

Qualifications

• Experience in HR Helpdesk, HR Shared Services, Employee Services or HR Service Delivery.

Responsibilities

• Lead and supervise daily HR helpdesk operations, ensuring smooth service delivery.
• Manage employee queries, service requests, and escalations to ensure timely resolution.
• Monitor SLA adherence, productivity, quality metrics, and team performance.
• Coach, mentor, and guide helpdesk team members to improve efficiency and customer service.
• Prepare operational dashboards, MIS reports and management updates.
• Identify process gaps and implement continuous improvement initiatives.
• Coordinate with internal HR teams and stakeholders to resolve complex employee issues.
• Ensure compliance with established helpdesk processes, service standards, and operational procedures.
• Drive employee satisfaction through effective issue resolution and service quality.

Skills

HR Helpdesk

Team Management

SLA Monitoring

Escalation Management

MIS Reporting

Dashboards

Stakeholder Management

Communication

Tools

ServiceNow HRSD

MS Excel

Job description

Enrich & Enlight is hiring a Helpdesk Team Lead Team Member Services for one of our leading IT/BPS clients.

Hiring Helpdesk Team Lead | HR Shared Services

Client: Leading IT & Business Process Services Organization
Location: Bangalore Thin Campus
Band: BPO3 Team Lead
Shift: US Shift | 5:30 PM 3:30 AM IST
Openings: 1
Work Mode: Work from Office

Job Summary

We are looking for a professional with experience in HR Helpdesk Operations, HR Shared Services, Team Management, SLA Monitoring, Escalation Management, and Service Delivery.

The candidate will supervise daily HR helpdesk operations, maintain service quality, manage team performance, and ensure timely resolution of employee queries.

Key Responsibilities

• Lead and supervise daily HR helpdesk operations, ensuring smooth service delivery.
• Manage employee queries, service requests, and escalations to ensure timely resolution.
• Monitor SLA adherence, productivity, quality metrics, and team performance.
• Coach, mentor, and guide helpdesk team members to improve efficiency and customer service.
• Prepare operational dashboards, MIS reports and management updates.
• Identify process gaps and implement continuous improvement initiatives.
• Coordinate with internal HR teams and stakeholders to resolve complex employee issues.
• Ensure compliance with established helpdesk processes, service standards, and operational procedures.
• Drive employee satisfaction through effective issue resolution and service quality.

Required Skills & Experience

• Experience in HR Helpdesk, HR Shared Services, Employee Services or HR Service Delivery.
• Experience supervising or leading helpdesk teams.
• Strong understanding of SLA management, quality monitoring, and productivity metrics.
• Ability to manage escalations and employee service requests.
• Experience preparing MIS reports, dashboards, and performance reports.
• Strong communication, team management, and interpersonal skills.
• Comfortable working in US shifts and from the Bangalore office.

Preferred Skills

• HR Service Desk / Employee Helpdesk Operations
• HR Shared Services / HR BPO
• ServiceNow HRSD or other ticketing platforms
• MS Excel, MIS Reporting and Dashboards
• Process Improvement and Quality Monitoring
• Stakeholder Management
• Team Coaching and Performance Management

Pranavi

Enrich & Enlight | Passion to Provide Talent
www.enejobs.com