Team Lead - ServiceDesk

Stratacent; Pune District; On-site; INR 900,000 - 1,800,000; Full time

Job summary

Stratacent in Pune is seeking a capable Team Lead to manage a Technical Service Desk team and oversee day-to-day operations. You will ensure SLAs are met, drive service quality, and collaborate with internal and client stakeholders to improve performance.

Join a dynamic team and work with Quality, Training, Knowledge Management, Incident Management and Service Transition to ensure smooth service delivery and timely escalations.

Qualifications

• Experience leading a service desk or ITSM team.
• Proven ability to drive improvements and SLA adherence.
• Strong analytical skills for trend identification and RCA.

Responsibilities

• Monitor and manage daily service desk operations to meet SLAs.
• Track CPI/KPI/CSAT and report progress to stakeholders.
• Schedule staffing to align with call volumes and tickets.
• Provide RCA and artefacts for escalations and reviews.
• Collaborate with Quality, Training, Knowledge Mgmt, Incident Mgmt and Service Transition teams.
• Drive continuous improvement in ticket resolution and first-time fix rate.
• Liaise with internal and client stakeholders for issue resolution.

Skills

Team leadership

Analytical thinking

Presentation skills

ITIL knowledge

Tools

ServiceNow

Excel

Telephony reporting

Job description

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 player and work with team for 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 connect with internal and client stakeholders if any issues need attention for resolution or work stoppage
• 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