Service Desk Team Lead

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

Benefits offered by this job

Group Medical Insurance

Cab facility

Meals/snacks

Continuous Learning Program

Job summary

Stratacent is seeking a ServiceDesk Team Lead in India to supervise a technical service desk team in Pune and Gurugram. You will guide escalations, monitor SLAs, and partner with Quality, Training, and Incident Management teams to ensure smooth operations.

Strong communication and ITIL4 knowledge are essential for driving CSAT improvements. The role requires 10+ years of experience in service desks, with a focus on analytical problem-solving, staff scheduling, and client coordination to deliver

Qualifications

• Bachelor's degree in information technology, CS or related field.
• Strong team and client handling skills with excellent communication.
• Analytical mindset to proactively identify issues and resolve 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.

Responsibilities

• Monitor call and ticket volumes to ensure the SLAs are met.
• Track CPI, KPI, and CSAT; analyze and drive improvements.
• Manage staffing and scheduling to handle ticket volume.
• Report daily performance to internal and client stakeholders.
• Participate in internal and external reviews.
• Analyze tickets to improve first-time fix and reduce backlog.
• Collaborate with Quality, Training, Knowledge Management, Incident Management and Service Transition teams.
• Handle escalations with RCA and artefacts.
• Maintain contact with stakeholders for issue resolution.

Skills

Team management

Client handling

Communication

Analytical mindset

Excel

ServiceNow

Telephony reporting

Presentation skills

ITIL 4 practices

ITSM knowledge

Education

Bachelor's degree in information technology, Computer Science, or a related field

Job description

Job Role: ServiceDesk Team Lead

Experience: 10+Years

Location: Pune, Gurgaon

Shift: 24*7

Job Summary

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://

Employee Benefits

• Group Medical Insurance
• Cab facility
• Meals/snacks
• Continuous Learning Program

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.