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.
Job Description
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 incid
📌 Service Desk (Bengaluru)
🏢 CGI
📍 Bengaluru