Team Lead- Enterprise HelpDesk

Stratacent; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Group Medical Insurance

Cab facility

Meals/snacks

Continuous Learning Program

Job summary

Stratacent is seeking a Team Lead-Enterprise Helpdesk in Gurgaon to lead a Technical Service Desk team and ensure smooth day‑to‑day operations. You will supervise escalation handling, governance, and reporting while collaborating with client stakeholders to drive continuous improvement.

The role requires 5+ years of experience, with at least 3 years in a lead capacity, and strong ITSM/ITIL knowledge. On-site position with 24x7 shift coverage and growth opportunities.

Qualifications

• 5+ years of experience in Technical Service Desk with 3 years in a lead role.
• Experience managing a team and driving ITSM process improvements.
• Strong knowledge of ITIL and KPI/CSAT reporting.
• Proficient in Excel, ServiceNow, and telephony reporting.

Responsibilities

• Monitor call and ticket volumes to ensure the SLA's 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 are available to manage the volume
• Report on 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 connectivity with internal and client stakeholders if any issues need attention for resolution or work stoppage
• Drive Continuous Service Improvement
• Should be able to take calls and chats as and when needed

Skills

Interpersonal skills

Communication

Analytical mindset

Presentation skills

ITIL knowledge

Education

Bachelor's degree in Computer / IT / Application

ITIL 4 Certification preferred

Tools

Excel

ServiceNow

Telephony reporting

Job description

Job Title: Team Lead-Enterprise Helpdesk

Experience: 5+ Years

Location: Gurgaon

Shift: 24*7 (Rotational Shift)

Job Summary

Role: Service Desk Lead

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day‑to‑day task smoothly. Ensure internal and external governance and reporting is adhered to. Should be a team player and work with the team for a common cause. Collaborate with internal and client stakeholders in driving continuous improvement.

Roles And Responsibilities

• Monitor call and ticket volumes to ensure the SLA's 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 are available to manage the volume
• Report on 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 connectivity with internal and client stakeholders if any issues need attention for resolution or work stoppage
• Drive Continuous Service Improvement
• Should be able to take calls and chats as and when needed

Skill Sets

• Strong interpersonal and communication skills with ability to manage diverse teams
• Analytical mindset to proactively identify issues and resolve / highlight them
• Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills
• Strong understanding of ITSM processes & ITIL

Work Experience

• 5 years of experience in Technical Service Desk with 3 years in Leads role

Educational Qualification

• Bachelor of Computer / IT / Application
• ITIL 4 Certification preferred

Company Benefits

• Group Medical Insurance
• Cab facility
• Meals/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.