Service Desk Lead - Retail IT Support (POS & Store Support)

Location - Pune / Bangalore

Shift Timings - 4:30 PM IST - 1:30 AM IST (US/UK Retail Support Hours)

Experience - 8-15 Years

Job Summary

We are looking for an experienced Service Desk Lead with a robust background in Retail IT Support, POS Systems, Store Support Operations, and Voice Service Desk Management. The ideal candidate should have experience leading support teams for US/UK retail clients, handling store operations, POS incidents, major incidents, and service delivery while ensuring high levels of customer satisfaction and SLA compliance.

Mandatory Skills

- Service Desk Lead / Team Lead / Service Delivery Lead experience
- Experience managing a Voice Service Desk
- Support experience for US/UK Retail Clients
- Hands-on experience supporting POS Systems
- Retail Store Support Operations
- Incident Management & Major Incident Management
- SLA / KPI Governance
- Escalation Management
- Team Handling & Shift Management
- ServiceNow or other ITSM tools
- Excellent verbal communication with clear and neutral spoken English
- ITIL process knowledge

Key Responsibilities
- Lead day-to-day Service Desk operations supporting retail stores.




- Manage voice-based support teams handling store incidents and service requests.
- Support POS systems, retail applications, store infrastructure, payment terminals, barcode scanners, HHT devices, and store peripherals.
- Handle high-priority incidents, bridge calls, escalations, and service restoration activities.
- Drive SLA, CSAT, FCR, AHT, MTTR, and other operational KPIs.
- Monitor ticket queues, workload distribution, and team performance.
- Conduct RCA reviews and implement continuous improvement initiatives.
- Coordinate with L2/L3 teams, vendors, and business stakeholders.
- Prepare operational reports and participate in client governance reviews.
- Mentor and coach service desk analysts.

Preferred Technical Exposure
- LS Retail
- Microsoft Dynamics AX / NAV
- AXPOS / MPOS
- Oracle XStore
- NCR POS
- GoFrugal POS
- Retail ERP Applications
- Store Systems
- Payment Terminals / EDC Machines
- Zebra / Honeywell Devices
- HHT Devices
- Barcode Printers

Preferred Industry Background
- Retail
- Fashion Retail
- Supermarkets
- Duty-Free Retail
- Department Stores
- E-Commerce Retail Operations

📌 Service Desk Lead - Retail IT Support (POS & Store Support) (Bengaluru)
🏢 Zensar
📍 Bengaluru