Team Lead-Enterprise Helpdesk (Gurgaon)
Role Overview
Lead a team of Technical Service Desk Analysts and ensure smooth day-to-day enterprise helpdesk operations.
Manage service desk performance, SLA and CSAT adherence, escalations, and continuous service improvement.
Key Skills for This Role
Full Job Posting
Job Overview
Lead a team of Technical Service Desk Analysts and ensure smooth day-to-day enterprise helpdesk operations.
Manage service desk performance, SLA and CSAT adherence, escalations, and continuous service improvement.
Work Schedule
- The role operates on a 24/7 rotational shift schedule.
Responsibilities
- Monitor call and ticket volumes to ensure SLAs are met.
- Track, measure, and analyze CPI, KPI, and CSAT performance and drive improvements.
- Manage staffing and scheduling to maintain adequate coverage.
- Report daily performance to internal and client stakeholders.
- Participate in internal and external reviews.
- Analyze tickets to improve first-time fix rates and reduce handoffs, aging, and backlog.
- Work with Quality, Training, Knowledge Management, Incident Management, and Service Transition teams.
- Handle escalations with root cause analysis and supporting artifacts.
- Maintain stakeholder communication to resolve issues and prevent work stoppage.
Required Skills
- Bachelor’s degree in Computer Science, Information Technology, Computer Applications, or a related field.
- Proven experience in Service Desk or IT Support team leadership and stakeholder management.
- Strong understanding of ITSM processes, ITIL principles, and SLA, KPI, and CSAT metrics.
- Hands-on experience with ServiceNow, Excel reporting, telephony reporting, and operational dashboards.
- Strong analytical, problem-solving, communication, and presentation skills.
- ITIL 4 certification is preferred.
Company Benefits
- Group medical insurance.
- Cab facility.
- Meals and snacks.
- Continuous learning program.
- Creche facility.
Company Profile
Stratacent is an IT consulting and services firm with global delivery centres and offices across multiple regions.
The company provides cloud infrastructure, data and analytics, automation, application development, and ITSM solutions.
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