SERVICE DESK LEAD L1

Wipro; Maharashtra; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A leading IT services firm in India is looking for a Service Desk Lead to manage service desk operations and ensure high-quality customer support. The role involves supporting agents, managing escalated tickets, conducting team training, and tracking service delivery metrics. Candidates should have 3-5 years of experience in a service desk environment with expertise in TIS Service Desk. The position promises opportunities for talent management and engagement initiatives to enhance employee satisfaction.

Qualifications

• 3-5 years of experience in a service desk role.

Responsibilities

• Support service desk agents in prompt delivery & customer service.
• Manage escalated work orders from the Service Desk team.
• Measure and report on service delivery performance metrics.
• Conduct team training and performance management.
• Lead engagement initiatives for team satisfaction.

Skills

TIS Service Desk

Job description

Role

Service desk lead

Responsibilities

• Support the service desk agents in prompt delivery & customer service.
• Advise and collaborate with the agents on current issues and work toward resolution of tickets.
• Manage and coordinate escalated work orders from the ServiceDesk team that require 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.
• 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 & mitigate escalations.
• Measure and report on service delivery performance metrics including customer satisfaction surveys and 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.
• Conduct capacity planning to provide number of agents and 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 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 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.
• 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.

Qualifications

• Mandatory Skills: TIS Service Desk.
• Experience: 3-5 years.