Job Title: Team Lead-Enterprise Helpdesk (Pune) Location: Viman Nagar, Pune Shift: 24*7 (Rotational Shift)
Job Description Stratacent is looking for an experienced Team Lead - Enterprise Helpdesk to lead a team of Technical Service Desk Analysts and ensure smooth day-to-day operations. The role involves managing service desk performance, driving SLA and CSAT adherence, handling escalations, and collaborating with internal and client stakeholders. The ideal candidate should have strong people management skills, ITSM knowledge, and a passion for continuous service improvement.
Responsibilities • Monitor call and ticket volumes to ensure the SLA's are met • Good understanding of CPI's, KPI's and CSAT tracking, measurement, analysis and drive improvements • Keep track of staffing and scheduling to ensure adequate staff is available to manage the volume • Report daily performance to internal and client stakeholders • Be part of internal and external reviews • Perform analysis of the tickets to improve the first-time fix and reduce hops, aging and backlog of tickets • Work closely with Quality, Training, Knowledge Management, Incident Management and Service Transition team to run smooth operations • Handle and respond to escalations with proper RCA and artefacts • Maintain connect with internal and client stakeholders if any issues need attention for resolution or work stoppage
Required Skills
Bachelor's degree in Computer Science, Information Technology, Computer Applications, or a related field.
Proven experience in Service Desk/IT Support team leadership with strong stakeholder management skills.
Strong understanding of ITSM processes, ITIL principles, and service delivery metrics (SLA, KPI, CSAT).
Hands-on experience with ServiceNow, Excel reporting, telephony reporting, and operational dashboards.
Employee Benefits: Group Medical Insurance Cab facility Meals/snacks Continuous Learning Program Creche facility
Company Profile Stratacent is an IT Consulting and Services firm, headquartered in Jersey City, NJ, with two global delivery centres in New York City area and New Delhi area plus offices in London, Canada and Pune, India.We are a leading IT services provider focusing in Financial Services, Insurance, Healthcare and Life Sciences. We help our customers in their digital transformation journey and provides services/ solutions around Cloud Infrastructure, Data and Analytics, Automation, Application Development and ITSM.We have partnerships with SAS, Automation Anywhere, Snowflake, Azure, AWS and GCP. URL - http://stratacent.com
Stratacent India Private Limited is an equal opportunity employer and will not discriminate against any employee or applicant for employment on the basis of race, color, creed, religion, age, sex, national origin, ancestry, handicap, or any other factors.
