Service Desk Lead

Zensar Technologies·Pune

Pay not stated8–12 yrsFull-time

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About the role

We are seeking an experienced Service Desk Lead to manage and lead a Level 1 (L1) Service Desk team supporting retail store operations and corporate users. The ideal candidate will be responsible for ensuring high service quality, SLA adherence, customer satisfaction, operational governance, and team performance.

What you'll do

Lead and manage daily Service Desk operations for L1 & L2 support
Ensure achievement of SLA, KPI, and customer satisfaction targets
Monitor ticket queues and ensure timely ticket assignment, response, and resolution
Act as the primary escalation point for incidents, service requests, and major issues
Conduct ticket quality audits and ensure adherence to ITIL processes