Job Role: ServiceDesk Team Lead
Experience: 10+Years
Location: Pune, Gurgaon
Shift: 24*7Job Summary:

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 and work with team for common cause.

Primary Roles and Responsibilities:
- Monitor call and ticket volumes to ensure the SLAs 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

Qualifications:
- Bachelor's degree in information technology, Computer Science, or a related field
- Good team and client handling skills with excellent communication
- Analytical mindset to proactively identify issues and resolve / highlight them
- Well versed with Excel, ServiceNow and Telephony reporting along with positive presentation skills
- Good understanding of ITIL 4 practices
- Knowledge of ITSM would be add on

Company Profile: 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 servi

📌 Service Desk Team Lead (Pune)
🏢 Stratacent
📍 Pune