Service Desk Lead L2

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

Job summary

Wipro in Ahmedabad, India is seeking a Service Desk Lead to mentor agents, ensure prompt issue resolution, and drive customer satisfaction. You will coordinate escalations, collaborate with cross-functional IT teams, and enforce service desk governance.

The role emphasizes capacity planning, performance reporting, and leading initiatives to elevate service standards for the client. A seasoned professional will guide daily operations and strategic improvements.

Qualifications

• Experience leading service desk teams and managing performance metrics.
• Strong customer service focus with ability to drive incident resolution.
• Capacity planning and team development to meet SLAs.

Responsibilities

• Support service desk agents to ensure prompt delivery and customer service.
• Advise and collaborate with agents on current issues and tickets.
• Coordinate escalated work orders and liaise with other IT teams for ticket closure.

Skills

Service Desk Management

Job description

Job description:

Role:

Service desk lead

Do:

• 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

Mandatory Skills:

Service Desk Management.

Experience:

5-8 Years.

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