Team Lead-Enterprise Helpdesk (Gurgaon)

Stratacent; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Group Medical Insurance

Cab facility

Meals/snacks

Continuous Learning Program

Creche facility

Job summary

Stratacent is seeking a seasoned Team Lead - Enterprise Helpdesk to guide a technical service desk team in Gurgaon. You will drive SLA adherence, CSAT, and escalations while coordinating with client stakeholders to ensure smooth operations.

The ideal candidate has ITSM/ITIL expertise, hands-on ServiceNow experience, and strong people management, communication, and analytical skills to lead continuous service improvement.

Qualifications

• Bachelor's degree in computer science, IT, CA, or a related field.
• Proven experience in Service Desk/IT Support team leadership with strong stakeholder management skills.
• Strong understanding of ITSM processes, ITIL principles, and service delivery metrics (SLA, KPI, CSAT).
• Hands-on experience with ServiceNow, Excel reporting, telephony reporting, and operational dashboards.
• Strong analytical, problem-solving, communication, and presentation skills; ITIL 4 Certification preferred.

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 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.

Skills

Leadership

Stakeholder management

ITSM knowledge

Communication

Problem solving

Education

Bachelor's degree in Computer Science/Information Technology/Computer Applications

Tools

ServiceNow

Excel reporting

Telephony reporting

Operational dashboards

Job description

Job Title: Team Lead-Enterprise Helpdesk (Gurgaon)

Location: Gurgaon

Shift: 24*7 (Rotational Shift)

Job Description

Stratacent is looking for an experienced Team Lead - Enterprise Helpdesk to lead a team of Technical Service Desk Analysts and ensure smooth day-to-day operations. The role involves managing service desk performance, driving SLA and CSAT adherence, handling escalations, and collaborating with internal and client stakeholders. The ideal candidate should have strong people management skills, ITSM knowledge, and a passion for continuous service improvement.

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 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

Required Skills

• Bachelor's degree in computer science, Information Technology, Computer Applications, or a related field.
• Proven experience in Service Desk/IT Support team leadership with strong stakeholder management skills.
• Strong understanding of ITSM processes, ITIL principles, and service delivery metrics (SLA, KPI, CSAT).
• Hands-on experience with ServiceNow, Excel reporting, telephony reporting, and operational dashboards.
• Strong analytical, problem-solving, communication, and presentation skills; ITIL 4 Certification preferred.

Company Benefits

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

Company Profile

Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in New York City area and New Delhi area plus offices in London, Canada and Pune, India.We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Infrastructure, Data and Analytics, Automation, Application Development and ITSM. We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP. URL - http://stratacent.com

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.