Service Desk Team Lead

Stratacent; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Stratacent, a Global IT Consulting and Services firm, seeks a Technical Service Desk Manager to lead a team of analysts and ensure smooth daily operations. You will focus on SLA adherence, governance, and reporting for internal and client stakeholders.

You will work with Quality, Training, Knowledge Management, Incident Management and Service Transition teams to drive process improvements and effective escalations, ensuring consistent service delivery across client engagements.

Qualifications

• Bachelor's degree in IT/CS or a related field.
• Strong teamwork and client communication skills.
• Analytical mindset to identify issues and resolve them.
• Proficient in Excel, ServiceNow and telephony reporting; knowledge of ITIL 4.

Responsibilities

• Monitor call and ticket volumes to ensure the SLAs are met.
• Track CPI/KPI/CSAT and drive improvements.
• Manage staffing and scheduling to ensure adequate coverage.
• Report daily performance to internal and client stakeholders.
• Participate in internal and external reviews.
• Analyse tickets to improve first-time fix and reduce backlog.
• Collaborate with Quality, Training, Knowledge Management, Incident Management and Service Transition teams.
• Handle escalations with proper RCA and artefacts.
• Maintain communication with stakeholders for issue resolution or work stoppage.

Skills

Team management

Client handling

Analytical mindset

Communication

ITIL 4 knowledge

ITSM knowledge

Education

Bachelor's degree in IT/CS

Tools

Excel

ServiceNow

Telephony reporting

Job description

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team and work with team for common cause.

Primary Roles and Responsibilities:

• Monitor call and ticket volumes to ensure the SLAs are met
• Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvements
• Keep track of staffing and scheduling to ensure adequate staff is available to manage the volume
• Report daily performance to internal and client stakeholders
• Be part of internal and external reviews
• Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets
• Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations
• Handle and respond to escalations with proper RCA and artefacts
• Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage

Qualifications:

• Bachelor's degree in information technology, Computer Science, or a related field
• Good team and client handling skills with excellent communication
• Analytical mindset to proactively identify issues and resolve / highlight them
• Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills
• Good understanding of ITIL 4 practices
• Knowledge of ITSM would be add on

Company Profile:

Stratacent is a Global IT Consulting and Services firm, headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa. We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provide services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.

URL - http://stratacent.com

Employee Benefits:

Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.