Service Desk Lead

Zensar Technologies; Pune District; Presencial; INR 1.500.000 - 2.100.000; Jornada completa

Descripción de la vacante

Zensar Technologies is seeking an experienced Service Desk Lead to manage L1/L2 support for retail store operations and corporate users. The role emphasizes SLA adherence, governance, and high service quality.

You will mentor analysts, drive improvements, and coordinate with cross-functional teams to ensure seamless support. The candidate should have 8–12 years in IT Service Desk, with 5–6 years of team leadership, and experience in ITIL processes.

Formación

• Bachelor's degree in CS/IT or related field.
• ITIL Foundation Certification preferred.
• Microsoft Certifications are an added advantage.

Responsabilidades

• Lead and manage daily Service Desk operations for L1 & L2 support.
• Ensure SLA, KPI and customer satisfaction targets are met.
• Monitor queues, assign, respond, and resolve tickets.
• Act as escalation point for incidents, requests and major issues.
• Conduct ticket quality audits and ensure ITIL process adherence.
• Mentor and develop Service Desk Analysts; conduct reviews.
• Drive workforce management and shift handovers.
• Coordinate with infrastructure, network, cloud, and apps teams.

Conocimientos

Password Management & Identity Support

VPN & Remote Access

Printer & Peripherals

Basic Networking

SCCM / Intune

ITSM Tools

ITIL Incident/Request/Problem

Remote Support Tools

Leadership & Coaching

Shift-based Operations

Educación

Bachelors Degree in Computer Science / IT

ITIL Foundation Certification

Microsoft Certifications (optional)

Herramientas

ServiceNow

ManageEngine

Remedy

Jira

Descripción del empleo

Job Description:

Job Title

Service Desk Lead – L1/L2 Support

Location

Pune / Bangalore

Experience

8-12 Years in IT Service Desk / End User Support Operations with at least 5-6 years of team leadership experience.

Role Overview

We are seeking an experienced Service Desk Lead to manage and lead a Level 1 (L1) Service Desk team supporting retail store operations and corporate users. The ideal candidate will be responsible for ensuring high service quality, SLA adherence, customer satisfaction, operational governance, and team performance. Exposure to Retail IT environments and store technologies will be a significant advantage.

The Service Desk Lead will act as the primary escalation point for L1 support teams, drive continuous service improvement initiatives, and collaborate with client stakeholders, infrastructure teams, and third-party vendors to ensure seamless support operations.

Key Responsibilities

Service Desk Operations

• Lead and manage daily Service Desk operations for L1 & L2 support.
• Ensure achievement of SLA, KPI, and customer satisfaction targets.
• Monitor ticket queues and ensure timely ticket assignment, response, and resolution.
• Act as the primary escalation point for incidents, service requests, and major issues.
• Conduct ticket quality audits and ensure adherence to ITIL processes.
• Manage incident, request, escalation, and communication processes.
• Monitor ticket queues and ensure SLA compliance.
• Create and maintain knowledge base articles.
• Participate in shift handovers and operational reviews.
• Support onboarding, offboarding, and asset-related activities.
• Perform root cause identification for recurring issues (L2).
• Coordinate with infrastructure, network, cloud, and application teams for issue resolution.
• Lead, mentor, coach, and develop Service Desk Analysts.
• Conduct regular performance reviews, feedback sessions, and one-on-one meetings.
• Drive attendance, schedule adherence, and workforce management.
• Identify training needs and create skill development plans.
• Facilitate onboarding and knowledge transfer sessions for new team members.
• Serve as the key operational contact for client stakeholders.
• Participate in governance meetings, service reviews, and operational discussions.
• Prepare and present operational reports, KPI dashboards, and service improvement plans.
• Manage customer escalations and ensure timely resolution.
• Generate daily, weekly, and monthly service reports.
• Track SLA compliance, backlog, aging tickets, and productivity metrics.
• Analyze trends and drive continuous improvement initiatives.
• Maintain operational documentation, runbooks, and knowledge base articles.

Retail Store Support (added advantage)

Experience in supporting any of the following retail technologies will be considered an advantage:

• Point of Sale (POS) systems
• Store desktops, laptops, tablets, and handheld devices
• Barcode scanners and RFID devices
• Receipt printers and label printers
• Payment terminals and card machines
• Store networking and Wi-Fi connectivity
• Digital signage and kiosk systems
• Store opening/closing support activities
• Retail store incident management and troubleshooting

Responsibilities

Required Technical Skills

• Password Management & Identity Support
• VPN and Remote Access Support
• Printer and Peripheral Troubleshooting
• Basic Networking (TCP/IP, DNS, DHCP, Wi-Fi)
• SCCM / Intune (Preferred)
• ServiceNow, Manage engine, Remedy, Jira, or similar ITSM tools
• Knowledge of ITIL Incident, Request, and Problem Management
• Remote Support Tools

Key Competencies

• Strong leadership and people management skills.
• Excellent customer service and communication skills.
• Strong stakeholder management capabilities.
• Analytical and problem-solving mindset.
• Ability to work in a fast-paced support environment.
• Experience in managing shift-based operations and global support teams.

Preferred Experience

• Experience supporting Retail Stores, Retail Chains, Supermarkets, Fashion Retail, Hospitality, or Point-of-Sale environments.
• Experience handling multi-site support operations.
• Experience managing service desk teams of 10+ analysts.
• Exposure to 24x7 or extended support environments.

Success Measures (KPIs)

• SLA Achievement ≥ 95%
• First Response SLA Compliance
• Incident Resolution Performance
• Customer Satisfaction (CSAT)
• Ticket Quality Audit Scores
• Backlog Reduction
• Team Productivity & Utilization
• Knowledge Base Contribution
• Escalation Management Effectiveness

Employment Type

Full-Time

Reporting To

Service Delivery Director

Retail Infrastructure and Store Support experience will be highly preferred. Candidates with prior experience supporting multiple retail locations, POS ecosystems, and store technology environments will have a distinct advantage.

Qualifications

Required Qualifications

• Bachelors Degree in Computer Science, Information Technology, or related field.
• ITIL Foundation Certification preferred.
• Microsoft Certifications are an added advantage.

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.