Team Lead - Enterprise Helpdesk (Pune)

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

Benefits offered by this job

Group Medical Insurance

Creche facility

Job summary

Stratacent is seeking an experienced Team Lead - Enterprise Helpdesk to guide a Technical Service Desk team and ensure smooth day-to-day operations. The role centers on achieving SLA and CSAT targets, handling escalations, and collaborating with client stakeholders.

The ideal candidate will bring strong people management, ITSM knowledge, and a passion for continuous service improvement, with hands-on experience in ServiceNow and reporting. Shift is 24x7; location is Gurgaon.

Qualifications

• Bachelor's degree in computer science, IT, CA or related field.
• Proven leadership of service desk or IT support teams with stakeholder management.
• Strong ITSM knowledge with emphasis on SLA, KPI and CSAT metrics.
• Hands-on experience with ServiceNow and reporting dashboards.
• ITIL 4 certification is preferred.

Responsibilities

• Monitor SLA attainment and CSAT by the team.
• Manage staffing, scheduling, and escalations with RCA and artifacts.
• Report daily performance to stakeholders and clients.
• Collaborate with Quality, Training, Knowledge, Incident, and Service Transition teams.
• Drive continuous service improvements and reduce backlog.

Skills

People management

Stakeholder management

ITSM knowledge

ITIL principles

ServiceNow

Excel reporting

Telephony reporting

Operational dashboards

Communication

Presentation skills

Education

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

Tools

ServiceNow

Excel reporting

Telephony reporting

Operational dashboards

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.

Job Title: Team Lead-Enterprise Helpdesk (Pune)
Location: Gurgaon
Shift: 24*7 (Rotational Shift)

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
• 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.