Job Role: ServiceDesk Team Lead Experience: 10+Years
Shift: 24*7Job Summary:

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Monitor call and ticket volumes to ensure the SLAs are met
Positive understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvements
Report daily performance to internal and client stakeholders
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
Bachelor's degree in information technology, Computer Science, or a related field
Well versed with Excel, ServiceNow and Telephony reporting along with good presentation skills
Good understanding of ITIL 4 practices
Stratacent is a Global IT Consulting and Services firm,



headquartered in Jersey City, NJ, with global delivery centres in Pune and Gurugram plus offices in USA, London, Canada and South Africa. We are a leading IT services provider focusing on Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their transformation journey and provide services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.
Group Medical Insurance
• Cab facility
• 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.

📌 Remote - Support Team Lead (Pune)
🏢 Stratacent
📍 Pune