Team Lead-Enterprise Helpdesk

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

Benefits offered by this job

Group Medical Insurance

Cab facility

Meals and snacks

Continuous Learning Program

Job summary

Stratacent is seeking a Team Lead for its Enterprise Helpdesk in Pune. The ideal candidate will manage a team of Technical Service Desk Analysts, ensuring excellence in service delivery and adherence to SLAs. Responsibilities include monitoring ticket volumes, reporting performance, and driving service improvements through effective leadership.

If you have 8-15 years of experience in a similar role and a Bachelor's degree in IT or Computer Science, we invite you to apply and be a part of our dynamic team.

Qualifications

• Proven experience in managing technical teams and customer interactions.
• Ability to monitor and improve service delivery KPIs.
• Excellent verbal and written communication skills.

Responsibilities

• Lead and mentor Technical Service Desk Analysts.
• Ensure SLAs are met by monitoring ticket volumes.
• Drive improvements in ticket resolution processes.

Skills

Team handling

Communication

Analytical mindset

ITIL 4 practices knowledge

Education

Bachelor's degree in IT, Computer Science or related field

Tools

Excel

ServiceNow

Telephony reporting

Job description

Job Title: Team Lead-Enterprise Helpdesk

Experience: 8-15 Years, Location: Pune, 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 connection 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 or 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 Benefits

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

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 in 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.

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 factor protected by law.