SERVICE DESK LEAD L2

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

Job summary

Wipro in India is seeking a Service Desk Lead with 5-8 years of experience to drive service excellence across the account. You will supervise service desk operations, mentor agents, and ensure adherence to SLAs.

The role requires coordinating with IT teams, managing escalations, and delivering performance metrics and reports to clients and management. Candidates should be adept at capacity planning and staff development.

Qualifications

• 5-8 years of experience in service desk leadership or related role.
• Proven ability to manage escalations and coordinate with IT teams.
• Strong communication and client governance skills.

Responsibilities

• Support and supervise service desk agents to ensure prompt delivery and customer service.
• Advise and collaborate with agents on issues and resolutions of tickets.
• Coordinate escalated work orders and ensure closure with other IT teams.
• Act as a liaison between Service Desk and other teams for effective communication.
• Provide governance at internal and client levels and manage SLAs.
• Lead capacity planning, shift planning, and staffing to meet demand.

Skills

Service Desk Management

Job description

Job description

• 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

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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