Service Desk Lead – L1/L2 Support

Experience

8-12 Years in IT Service Desk / End User Support Operations with at least 5-6 years of team leadership experience .

We are seeking an experienced Service Desk Lead to manage and lead a Level 1 (L1) Service Desk team supporting retail store operations and corporate users. The ideal candidate will be responsible for ensuring high service quality, SLA adherence, customer satisfaction, operational governance, and team performance. Exposure to Retail IT environments and store technologies will be a significant advantage.

The Service Desk Lead will act as the primary escalation point for L1 support teams, drive continuous service improvement initiatives, and collaborate with client stakeholders, infrastructure teams, and third-party vendors to ensure seamless support operations.

Service Desk Operations

Lead and manage daily Service Desk operations for L1 & L2 support.

Act as the primary escalation point for incidents, service requests, and major issues.

Conduct ticket quality audits and ensure adherence to ITIL processes.

Participate in shift handovers and operational reviews.

Support onboarding, offboarding, and asset-related activities.

Coordinate with infrastructure, network, cloud, and application teams for issue resolution.

Lead, mentor, coach, and develop Service Desk Analysts.

Conduct regular performance reviews, feedback sessions, and one-on-one meetings.

Drive attendance, schedule adherence, and workforce management.

Identify training needs and create skill development plans.

Participate in governance meetings, service reviews,



and operational discussions.

Prepare and present operational reports, KPI dashboards, and service improvement plans.

Generate daily, weekly, and monthly service reports.

Track SLA compliance, backlog, aging tickets, and productivity metrics.

Retail Store Support (added advantage)

Experience in supporting any of the following retail technologies will be considered an advantage:

Payment terminals and card machines

Store networking and Wi-Fi connectivity

Digital signage and kiosk systems

Store opening/closing support activities

Retail store incident management and troubleshooting

Password Management & Identity Support

VPN and Remote Access Support

Basic Networking (TCP/IP, DNS, DHCP, Wi-Fi)

SCCM / Intune (Preferred)

ServiceNow, Manage engine, Remedy, Jira, or similar ITSM tools

Knowledge of ITIL Incident, Request, and Problem Management

Remote Support Tools

Solid leadership and people management skills.

Excellent customer service and communication skills.

Strong stakeholder management capabilities.

Ability to work in a fast-paced support environment.

Experience in managing shift-based operations and global support teams.

Preferred Experience

Experience supporting Retail Stores, Retail Chains,



Supermarkets, Fashion Retail, Hospitality, or Point-of-Sale environments.

Experience handling multi-site support operations.

Experience managing service desk teams of 10+ analysts.

Exposure to 24x7 or extended support environments.

Incident Resolution Performance

Ticket Quality Audit Scores

Backlog Reduction

Escalation Management Effectiveness

Full-Time

Service Delivery Director

Retail Infrastructure and Store Support experience will be highly preferred. Candidates with prior experience supporting multiple retail locations, POS ecosystems, and store technology environments will have a distinct advantage.

Bachelor's Degree in Computer Science, Information Technology, or related field.

ITIL Foundation Certification preferred.

Microsoft Certifications are an added advantage.

At Zensar, we're 'experience-led everything' . We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. Together, we shape experiences for better futures . Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

📌 Service Desk Team Leader *Management *Support *ITIL *Customer Focused (Pune)
🏢 Zensar Technologies
📍 Pune