Service Desk Lead

Project Role : Service Desk Lead
Project Role Description : Oversee first-level technical support, ensure incidents and service requests are documented, tracked, and resolved within SLA. Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge. Maintain efficient service desk operations.
Must have skills : SAP HCM Payroll
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As a Service Desk Lead, you will oversee first-level technical support, ensuring that incidents and service requests are documented, tracked, and resolved within service level agreements. Your typical day will involve managing the scheduling coverage for the team, setting operational goals, and keeping the team informed with the necessary customer-specific knowledge to maintain efficient service desk operations. You will also engage with various stakeholders to ensure that the service desk meets the needs of the organization and its customers, fostering a collaborative environment that encourages continuous improvement and high-quality service delivery. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate training sessions to enhance team skills and knowledge. - Monitor team performance metrics and implement strategies for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP HCM Payroll. - Strong understanding of service desk operations and best practices. - Experience with incident management and ticketing systems. - Ability to analyze and report on service desk performance metrics. - Excellent communication and interpersonal skills to engage with diverse teams. Additional Information: - The candidate should have minimum 7.5 years of experience in SAP HCM Payroll. - This position is based at our Pune office. - A 15 years full time education is required.