Enrich & Enlight is hiring a Helpdesk Team Lead Team Member Services for one of our leading IT/BPS clients.

Hiring Helpdesk Team Lead | HR Shared Services

Client: Leading IT & Business Process Services Organization
Location: Bangalore Thin Campus
Band: BPO3 Team Lead
Shift: US Shift | 5:30 PM 3:30 AM IST
Openings: 1
Work Mode: Work from Office

Job Summary

We are looking for a professional with experience in HR Helpdesk Operations, HR Shared Services, Team Management, SLA Monitoring, Escalation Management, and Service Delivery.

The candidate will supervise daily HR helpdesk operations, maintain service quality, manage team performance, and ensure timely resolution of employee queries.

Key Responsibilities

- Lead and supervise daily HR helpdesk operations, ensuring smooth service delivery.
- Manage employee queries, service requests, and escalations to ensure timely resolution.
- Monitor SLA adherence, productivity, quality metrics, and team performance.
- Coach, mentor, and guide helpdesk team members to improve efficiency and customer service.
- Prepare operational dashboards, MIS reports and management updates.
- Identify process gaps and implement continuous improvement initiatives.
- Coordinate with internal HR teams and stakeholders to resolve complex employee issues.




- Ensure compliance with established helpdesk processes, service standards, and operational procedures.
- Drive employee satisfaction through effective issue resolution and service quality.

Required Skills & Experience

- Experience in HR Helpdesk, HR Shared Services, Employee Services or HR Service Delivery.
- Experience supervising or leading helpdesk teams.
- Robust understanding of SLA management, quality monitoring, and productivity metrics.
- Ability to manage escalations and employee service requests.
- Experience preparing MIS reports, dashboards, and performance reports.
- Strong communication, team management, and interpersonal skills.
- Comfortable working in US shifts and from the Bangalore office.

Preferred Skills

- HR Service Desk / Employee Helpdesk Operations
- HR Shared Services / HR BPO
- ServiceNow HRSD or other ticketing platforms
- MS Excel, MIS Reporting and Dashboards
- Process Improvement and Quality Monitoring
- Stakeholder Management
- Team Coaching and Performance Management

Apply Now

Interested candidates with relevant HR Helpdesk / Shared Services team leadership experience may apply with their updated resumes@ (phone hidden)

Pranavi

Enrich & Enlight | Passion to Provide Talent
www.enejobs.com

📌 Helpdesk Team Lead (Mumbai)
🏢 Enrich & Enlight Business consulting
📍 Mumbai