Job Role: Service Desk Team Lead

Experience: 10+Years

Location: Gurgaon

Shift: 24*7 Job 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

Valuable 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, Service Now and Telephony reporting along with positive presentation skills

Positive 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 services around Information Security, Cloud Services, Data and AI, Automation, Application Development and IT Operations.

URL - Employee Benefits:
Group Medical Insurance
Cab facility
Meals/snacks
Continuous Learning Program

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.

📌 Service Desk Team Lead Gurugram
🏢 Stratacent
📍 Gurugram