Position Description
Company Profile
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 94,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results.
CGI Fiscal 2024 reported revenue is CA$14.68 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB). Learn more at cgi.com.
Job Title: SD Lead
Position: ASE/SE
Experience: 4-5 years
Category: Software Development/ Engineering
Shift: 24*7 Rotational Shift (Mainly EST) – All 5 days work from office
Main location: Bangalore
Position ID: J0626-0616
Employment Type: Full Time
Education Qualification: Bachelor's degree in Computer Science or related field or higher with minimum 3 years of relevant experience.
The Service Desk Team Lead is expected to manage the daily operations of a service desk, leading a team to ensure effective incident management, customer satisfaction, and continuous improvement of processes and team performance.
Roles and Responsibilities
Monitor performance and coach members to continuously improve their technical skills and quality of service
Coordinate with WFM to schedule training sessions, back-office activities and vacations
Manage Timesheets each week (PSA)
Implement initiatives to improve member satisfaction and career progression
Manage client escalations and client dissatisfaction
Plan and implement procedures and systems to maximize operating efficiency
Prepare and provide status, RCA and compliance reports
Work experience required
Technical and customer service experience
ITIL and/or HDI certification in incident management preferred
Independently mange a team of Service Desk analysts to achieve OLAs
Work in North American business hours and supervise a 24x7 operation
Collaborate with local and global teams, internal and external customers and service providers
Education Level
A graduate or post graduate degree, preferably in IT or Business Management
General Requirements
Dynamic communication, leadership and group management skills
Able to work independently and as part of an international team
Good organizational and analytical skills
Stress and priority management skills
Able to manage more than one project at a time and to respect tight deadlines
Autonomous, innovative and resourceful
Quick learner
Mandatory technical requirements: (years of experience, skills, level of expertise)
Excellent communication skills, both written and oral, in English; French an asset
5-6 years of experience in a technical contact center environment
3-4 years of Service level Management
3-4 years of Coaching & Performance Management
5 years of Problem Solving
3-4 years of ITIL Incident Management
5 years customer service experience
3-5 Reporting and Analysis, Collaboration and Teamwork, Conflict Management
Good overall technical knowledge in Windows XP, Outlook, Office XP, etc
Working knowledge of various ticketing systems: ITSM, Remedy HD, Remedy AR, and Heat
Experience in project management an asset
Other requirements: (to have)
Resource Management, Planning and Organization, Knowledge Management and Client/Onsite relationship management
Your future duties and responsibilities
Required Qualifications To Be Successful In This Role Together, as owners, let’s turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.
Come join our team—one of the largest IT and business consulting services firms in the world.
📌 Service Desk - Lead (Bengaluru)
🏢 CGI
📍 Bengaluru