About the Role
Zensar Technologies is seeking an experienced Service Desk Lead to lead and manage Service Desk operations supporting global customers. The ideal candidate will have strong expertise in IT Service Management (ITSM), Incident Management, Service Request Management, Change Management, team leadership, and service delivery excellence.
This role requires a proactive leader who can drive operational efficiency, improve service desk processes, manage high-priority incidents, and ensure exceptional customer experience while leading a team of service desk professionals.
Key Responsibilities
- Lead and manage day-to-day Service Desk operations ensuring adherence to SLAs and KPIs.
- Manage and mentor Service Desk Analysts/Engineers, driving high performance and accountability.
- Own Incident, Service Request, Problem, and Change Management processes.
- Take ownership of Priority 1 (P1) and Major Incident management, ensuring timely resolution and stakeholder communication.
- Monitor ticket queues and ensure effective ticket prioritization and escalation management.
- Drive continuous improvement initiatives to enhance Service Desk efficiency and service quality.
- Analyze operational metrics, identify trends, and implement corrective actions.
- Collaborate with Infrastructure, Applications, Network, Security, and Business teams to resolve critical issues.
- Conduct service reviews, team meetings, coaching sessions, and performance assessments.
- Ensure adherence to ITIL best practices and organizational governance standards.
- Prepare operational reports, dashboards, and management updates.
- Act as an escalation point for customer concerns and service delivery issues.
- Support audit, compliance, and process improvement initiatives.
Mandatory Skills
- Robust experience in Service Desk Operations Management.
- Expertise in Incident Management, Problem Management, Change Management, and Request Fulfillment.
- Experience handling Major Incidents (P1/P2) and c
📌 Service Desk Lead (Pune)
🏢 Zensar
📍 Pune