Service desk lead L2

Wipro; Pune District; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

A digital transformation partner in Pune is seeking a Service Desk Lead L2 to oversee operations and ensure exceptional customer service. The ideal candidate has 5-8 years of experience in service desk management, strong leadership abilities, and expertise in capacity planning and performance reporting. This full-time role focuses on managing a service desk team, establishing good service practices, and enhancing employee engagement. Competitive benefits and a commitment to diversity in leadership are part of the offer.

Qualifications

• 5-8 years of experience in service desk management.
• Experience with capacity planning and performance reporting.
• Strong interpersonal and communication skills.
• Proven ability to lead teams and drive process improvement.

Responsibilities

• Support service desk agents in prompt delivery and customer service.
• Manage escalated work orders and coordinate with IT teams.
• Lead development of good customer service practices.
• Conduct performance reviews and set goals for team members.
• Drive employee engagement initiatives and track satisfaction scores.

Skills

Interpersonal skills

Communication skills

Team leadership

Process improvement

Job description

Service desk lead L2 role at Wipro

Responsibilities

• support the service desk agents in prompt delivery & customer service
• advise & collaborate with agents on current issues, work toward resolution of tickets
• manage & coordinate escalated work orders from ServiceDesk team requiring further troubleshooting and follow-up
• coordinate with other IT teams as needed for closure of escalated tickets
• act as liaison between Service Desk & other teams to ensure effective communication
• provide liaison & governance at both internal & client levels
• undertake weekly review of first line service desk call queues to ensure no unauthorized changes & mitigate escalations
• measure & report on service delivery performance metrics including customer satisfaction surveys & incident tickets
• lead development of good customer service practices across service desk
• produce statistics & management reports of service desk to client & management
• communicate all process‑related changes & technical updates to team within specific timelines to ensure adherence to guidelines
• capacity planning & capability development: conduct capacity planning exercise to provide number of agents, skill levels to meet process fulfilment
• shift planning to meet client SLA requirements
• brief Service Desk agents on changes or deployments that may affect volumes
• assist agents by providing first‑line support when workloads high or experience needed
• develop team skills & capability in managing processes to reach desired productivity & efficiency by process training, refresher courses, performance feedback & managing bottom quartile performers
• team management: resourcing, forecast talent requirements, hire adequate resources, train direct reportees for recruitment decisions, ensure 100% compliance to onboarding & training, build internal talent pool of HiPos & ensure career progression, promote diversity in leadership positions
• performance management: set goals, conduct performance reviews & appraisals, give constructive feedback, take necessary action on performance issues
• employee satisfaction & engagement: lead & drive engagement initiatives, track satisfaction scores, challenge team with larger projects, exercise recognition & appreciation

Qualifications

• 5-8 years experience
• experience with service desk management, capacity planning, performance reporting
• strong interpersonal & communication skills
• proven ability to lead teams & drive process improvement

Company

Reinvent your world. We are building a modern Wipro. We are a digital transformation partner with bold ambitions. Join a business powered by purpose.

Job Details

• Seniority level: Mid‑Senior
• Employment type: Full‑time
• Job function: Information Technology
• Industries: IT Services & IT Consulting

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