SERVICE DESK LEAD L2

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

Job summary

A leading digital transformation partner in Bengaluru is seeking a Service Desk Lead with 5-8 years of experience. The role involves managing service desk agents, coordinating with IT teams, and improving customer service delivery. Key responsibilities include performance management, engagement initiatives, and resource forecasting. Candidates should possess strong leadership skills and a focus on team development. Join a dynamic environment committed to digital transformation and employee growth.

Qualifications

• 5-8 years of experience in a service desk or related IT role.
• Strong leadership abilities and experience in team management.
• Excellent problem-solving skills and customer service orientation.

Responsibilities

• Support and guide service desk agents in delivering excellent customer service.
• Manage escalated tickets and coordinate with IT teams.
• Conduct performance reviews and provide feedback to team members.
• Lead team engagement initiatives and track satisfaction scores.

Skills

Customer service

Team management

Troubleshooting

Process training

Capacity planning

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 & mitigation of 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.
• 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.

Experience

5-8 Years

About the company

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.