Team Lead-Enterprise Helpdesk (Gurgaon)
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Job Summary
Location: Gurgaon
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
Good understanding of CPIs KPIs 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
- Bachelors 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.
- Strong analytical problem-solving communication and presentation skills; ITIL 4 Certification preferred.
Company 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 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.
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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.
Required Experience:
Manager
