Request Information
Information Technology_IND - IND_Support Executive
1
3
0
6/30/2026
12/31/2026
45.00
Sharma, Divya
10680694
Rs0.00 (Sum of Expense * Quantity of Candidates)
General Information
Role Descriptions: We are seeking an experienced Service Desk Lead to manage inbound support operations (calls and chats) for US-based customers.
The candidate will be responsible for leading a team, ensuring SLA compliance, delivering high-quality customer support, and driving operational efficiency.
Key Responsibilities
Lead and manage a team of Service Desk analysts handling inbound calls and chat support.
Ensure timely and effective resolution of incidents and service requests in line with SLAs.
Handle escalations from US-based customers and ensure high customer satisfaction.
Monitor team performance, conduct regular reviews, and provide feedback coaching.
Maintain adherence to quality standards, processes, and compliance requirements.
Coordinate with internal teams (L2/L3, Infrastructure, Application teams) for issue resolution.
Prepare and share regular reports on team performance, SLA adherence, and KPIs.
Drive continuous improvement initiatives and process optimization.
Ensure proper shift management and resource allocation.
Required Skills & Qualifications
Strong experience in Service Desk IT Support (Voice Chat) setting.
Proven experience in team handling leadership role.
Hands-on experience supporting US customers.
Excellent communication skills (verbal, written).
Strong understanding of ITIL processes (Incident, Request, Problem Management).
Ability to handle high-pressure situations and escalations.
Familiarity with ticketing tools (ServiceNow, Remedy, etc.).
Good analytical and problem-solving skills.
Willingness to work in US shifts (night shifts).
Preferred Skills
ITIL certification (preferred).
Experience in BFSI domain (if applicable).
Exposure to quality audits and reporting.
Key Competencies
Leadership & Team Ma
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