Tech Lead - Service Desk N 4C

1401 Genpact India Pvt. Ltd.; Gurugram District; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Genpact is seeking a Tech Lead - Service Desk N in India to supervise technicians, provide technical guidance, and manage daily operations while enforcing service desk standards. You will define KPIs, mentor staff, and collaborate across IT teams to ensure seamless service delivery for global clients.

Ideal candidates have strong ITSM, leadership, and client-relations skills, with a focus on driving automation and AI-enabled service improvements.

Qualifications

• Bachelor's degree or equivalent in computer engineering, information systems, IT, or related field.
• ITIL Foundation or equivalent IT service management certification preferred.
• MS Certification (MCSA/MCSE) or equivalent beneficial.

Responsibilities

• Supervising and coordinating the activities of service desk technicians
• Providing technical guidance and support to team members
• Managing service desk operations and workflow
• Resolving complex technical issues escalated by team members
• Implementing and enforcing service desk procedures and standards
• Monitoring service desk performance and identifying areas for improvement
• Training and developing service desk technicians
• Collaborating with other IT teams to ensure seamless service delivery
• Defining and tracking service desk KPIs and metrics for performance evaluation.

Skills

Agile Methodology

Client Relations

Collaboration Tools

Design Thinking

Engineering Services

Executive Presence

Inclusion

IT Consulting Services

IT Service Management (ITSM)

People Leadership

Personal Effectiveness

Risk Management

Service Integration and Management (SI

Storytelling

Workplace Services

Education

Bachelors - Computer Engineering

Bachelors - Database Management

Bachelors - Information Systems

Bachelors - Information Technology

Bachelors - Network Engineering

Tools

ITIL Foundation

Microsoft Certified Solutions Associate

Job description

Tech Lead - Service Desk N

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description

• Supervising and coordinating the activities of service desk technicians
• Providing technical guidance and support to team members
• Managing service desk operations and workflow
• Resolving complex technical issues escalated by team members
• Implementing and enforcing service desk procedures and standards
• Monitoring service desk performance and identifying areas for improvement
• Training and developing service desk technicians
• Collaborating with other IT teams to ensure seamless service delivery
• Defining and tracking service desk KPIs and metrics for performance evaluation.

Qualifications

• Bachelors - Computer Engineering
• Bachelors - Database Management
• Bachelors - Information Systems
• Bachelors - Information Technology
• Bachelors - Network Engineering

Certifications

• ITIL Foundation - AxelosAxelos
• Microsoft Certified Solutions Associate - MicrosoftMicrosoft

Required Skills

• Agile Methodology
• Client Relations
• Collaboration Tools
• Design Thinking
• Engineering Services
• Executive Presence
• Inclusion
• IT Consulting Services
• IT Service Management (ITSM)
• People Leadership
• Personal Effectiveness
• Risk Management
• Service Integration and Management (SIAM)
• Storytelling
• Workplace Services

Language

English (Required)

Language Proficiency -

Proficient - C2

Job Type

Regular

Master Skill List -

Service Desk N

Remote Type -

Office

Work Shift -

Day Job (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day
• Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.