Information Technology Service Desk

They balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion ( 35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million ( 4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering-reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title: Service desk lead

Location: Pune

Experience: 5+ yrs

Job Type: Contract to hire(Min 1+ yr)

Notice Period: Immediate joiners

Role Overview:

The Service Desk Lead will be responsible for managing and supporting the Service Desk team to ensure prompt delivery of IT services and exceptional customer experience. This role involves coordinating escalations, driving process improvements, and ensuring compliance with SLAs while fostering team development and engagement.

Key Responsibilities:

Service Delivery & Operations
• Support Service Desk agents in delivering timely and effective customer service.
• Advise and collaborate with agents on current issues and work toward ticket resolution.
• Manage and coordinate escalated work orders requiring additional troubleshooting.
• Liaise between Service Desk and other IT teams for effective communication and ticket closure.
• Conduct weekly reviews of First Line Service Desk call queues to prevent unauthorized changes and mitigate escalations.
• Measure and report service delivery performance metrics, including customer satisfaction and incident tickets.
• Develop and implement best practices for customer service across the Service Desk.
• Prepare and present service desk statistics and management reports to clients and internal stakeholders.
• Communicate process changes and technical updates to the team within defined timelines.

Capacity Planning & Resource Management
• Conduct capacity planning to determine agent requirements and skill levels.
• Plan shifts to meet client service requirements as per agreed SLAs.
• Brief Service Desk agents on changes or deployments impacting ticket volumes.
• Provide first-line support during high workloads or complex issues.

Team Development & Management
• Conduct process training, refresher courses, and performance feedback sessions.
• Manage bottom quartile performers and drive capability development.
• Forecast talent requirements and hire suitable resources.
• Ensure compliance with onboarding and training standards.
• Build internal talent pools and promote career progression.
• Drive diversity in leadership positions.

Performance & Engagement
• Set goals, conduct performance reviews, and provide constructive feedback.
• Address performance issues promptly with zero tolerance for will-based issues.
• Promote organizational programs like Performance Nxt for career growth.
• Lead engagement initiatives and track team satisfaction scores.
• Recognize and appreciate employee contributions.