Sr Administrator (Support & Operations)

About the role

The Service Desk Quality Lead is responsible for driving service quality, operational excellence, and customer satisfaction across Service Desk operations. The role involves conducting quality audits, monitoring analyst performance, analyzing SLA/KPI trends, coaching agents, identifying process improvement opportunities, and ensuring adherence to ITIL and organizational quality standards.

What you'll do

• Quality Assurance & Monitoring Perform regular audits of calls, emails, chats, and incident tickets
• Evaluate analyst performance against defined quality parameters
• Ensure adherence to Service Desk standard operating procedures (SOPs)
• Conduct calibration sessions with Team Leads and Operations Managers
• Maintain quality scorecards and audit documentation. [Incident M...escription | Word]

What you need

• Reporting
• Process improvement
• Excel
• ITIL
• ServiceNow
• Root cause analysis
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Six Sigma
• JIRA
• Power BI
• PowerPoint
• SOP writing