Team Lead - Enterprise Helpdesk

About the role

Stratacent is seeking an experienced Team Lead for its Enterprise Helpdesk in Gurgaon. You will supervise a team of Technical Service Desk Analysts, ensuring smooth daily operations, meeting SLA targets, and delivering high CSAT scores. The role requires strong people‑management abilities, deep ITSM knowledge, and a focus on continuous service improvement.

Key responsibilities

• Monitor call and ticket volumes to guarantee SLA compliance.
• Track and improve CPI, KPI, and CSAT metrics.
• Manage staffing and scheduling to handle workload efficiently.
• Report daily performance to internal and client stakeholders.
• Participate in internal and external review meetings.
• Analyze tickets to increase first‑time fix rates and reduce backlog.
• Collaborate with Quality, Training, Knowledge Management, Incident Management, and Service Transition teams.
• Handle escalations, providing root‑cause analysis and required artefacts.
• Maintain communication with stakeholders to resolve issues promptly.

Required profile

• Bachelor's degree in Computer Science, IT, Computer Applications or related field.
• Proven experience leading Service Desk/IT Support teams.
• Strong stakeholder management and communication skills.
• Understanding of ITSM processes, ITIL principles, and service delivery metrics.

Required skills

• ServiceNow
• Advanced Excel reporting
• Telephony reporting
• Operational dashboards
• ITIL 4 certification (preferred)

What we offer

• Group Medical Insurance
• Cab facility
• Meals/snacks
• Continuous Learning Program
• Creche facility