SERVICE DESK LEAD L1

Wipro; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading IT services company in Bengaluru is seeking a Service Desk Lead to oversee operations and support service desk agents. The ideal candidate should have 3-5 years of experience along with strong leadership skills. Responsibilities include managing escalated work orders, conducting capacity planning, and driving employee engagement initiatives. Join the team to help build an effective service desk unit that prioritizes customer satisfaction and operational excellence.

Qualifications

• 3-5 years of experience in a service desk role.
• Strong leadership and communication skills are essential.

Responsibilities

• Support service desk agents in delivering customer service.
• Manage escalated work orders and coordinate resolutions.
• Conduct capacity planning and talent management.
• Coordinate with other IT teams as appropriate for closure of any escalated ticket
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• To provide liaison and governance at both internal & client levels
• Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• Lead in the development of good customer service practices across the service desk
• Produce statistics and management reports of the service desk to client & management
• Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
• Capacity planning and capability development
• Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
• Conduct shift planning to meet the service requirements of the client as per SLAs agreed
• Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
• Assist SD agents by providing first line support when workloads are high, or where additional experience is required
• Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
• Team Management
• Resourcing
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selection decisions
• Talent Management
• Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
• Build an internal talent pool of HiPos and ensure their career progression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• In case of performance issues, take necessary action with zero tolerance for will based performance issues
• Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• Exercise employee recognition and appreciation

Skills

TIS Service Desk

Job description

Service Desk Lead

Responsibilities

• To support the service desk agents in prompt delivery & customer service
• Advise and collaborate with the agents on current issues and works toward the resolution of tickets
• Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
• Coordinate with other IT teams as appropriate for closure of any escalated ticket
• Act as a liaison between Service Desk and other teams to ensure effective communication between teams
• To provide liaison and governance at both internal & client levels
• Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
• Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
• Lead in the development of good customer service practices across the service desk
• Produce statistics and management reports of the service desk to client & management
• Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
• Capacity planning and capability development
• Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
• Conduct shift planning to meet the service requirements of the client as per SLAs agreed
• Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
• Assist SD agents by providing first line support when workloads are high, or where additional experience is required
• Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
• Team Management
• Resourcing
• Forecast talent requirements as per the current and future business needs
• Hire adequate and right resources for the team
• Train direct reportees to make right recruitment and selection decisions
• Talent Management
• Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
• Build an internal talent pool of HiPos and ensure their career progression within the organization
• Promote diversity in leadership positions
• Performance Management
• Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
• In case of performance issues, take necessary action with zero tolerance for will based performance issues
• Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
• Employee Satisfaction and Engagement
• Lead and drive engagement initiatives for the team
• Track team satisfaction scores and identify initiatives to build engagement within the team
• Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
• Exercise employee recognition and appreciation

Required Skills and Experience

Mandatory Skills: TIS Service Desk.

Experience: 3-5 Years.