Service Desk Lead

About the Role

Zensar Technologies is seeking an experienced Service Desk Lead to lead and manage Service Desk operations supporting global customers. The ideal candidate will have strong expertise in IT Service Management (ITSM), Incident Management, Service Request Management, Change Management, team leadership, and service delivery excellence.

This role requires a proactive leader who can drive operational efficiency, improve service desk processes, manage high-priority incidents, and ensure exceptional customer experience while leading a team of service desk professionals.

Key Responsibilities

• Lead and manage day-to-day Service Desk operations ensuring adherence to SLAs and KPIs.
• Manage and mentor Service Desk Analysts/Engineers, driving high performance and accountability.
• Own Incident, Service Request, Problem, and Change Management processes.
• Take ownership of Priority 1 (P1) and Major Incident management, ensuring timely resolution and stakeholder communication.
• Monitor ticket queues and ensure effective ticket prioritization and escalation management.
• Drive continuous improvement initiatives to enhance Service Desk efficiency and service quality.
• Analyze operational metrics, identify trends, and implement corrective actions.
• Collaborate with Infrastructure, Applications, Network, Security, and Business teams to resolve critical issues.
• Conduct service reviews, team meetings, coaching sessions, and performance assessments.
• Ensure adherence to ITIL best practices and organizational governance standards.
• Prepare operational reports, dashboards, and management updates.
• Act as an escalation point for customer concerns and service delivery issues.
• Support audit, compliance, and process improvement initiatives.

Mandatory Skills

• Strong experience in Service Desk Operations Management.
• Expertise in Incident Management, Problem Management, Change Management, and Request Fulfillment.
• Experience handling Major Incidents (P1/P2) and critical business outages.
• Strong knowledge of ITIL Framework and ITSM Processes.
• Experience working with ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, Ivanti, or similar platforms.
• Excellent stakeholder and customer management skills.
• Strong analytical, reporting, and decision-making abilities.
• Experience managing global service desk teams and supporting enterprise customers.

Required Experience

• 7+ years of IT Service Desk / IT Support experience.
• Minimum 5+ years as a Service Desk Lead, Service Desk Manager, or Team Lead.
• Proven experience leading Service Desk teams in enterprise environments.
• Experience managing UK/Global customer support operations.
• Track record of driving process improvements and operational excellence.

Preferred Qualifications

• Bachelor's Degree in Computer Science, Information Technology, or related discipline.
• ITIL Foundation / ITIL Intermediate Certification preferred.
• Experience in service delivery governance and operational reporting.
• Exposure to KPI/SLA management and customer satisfaction initiatives.

Key Competencies

• Leadership & People Management
• Stakeholder Management
• Customer Centricity
• Incident & Escalation Management
• Process Improvement
• Communication & Presentation Skills
• Problem Solving & Decision Making
• Operational Excellence

Location: Pune
Experience: 7+ Years
Shift: UK Support Hours (1 PM IST to 11 PM IST)
On-call: Availability for P1 Critical Incident Support is mandatory.