Job Description

Job Role: ServiceDesk Team Lead

Experience: 8-15 Years

Location: Gurugram

Shift: 24*7Job Summary:

Manage a team of Technical Service Desk Analysts by providing them assistance to perform their day-to-day task smoothly. Ensure the internal and external governance and reporting is adhered to. Should be a team and work with team for common cause.


Primary Roles and Responsibilities:


  • Monitor call and ticket volumes to ensure the SLAs 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 tick...

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