SERVICE DESK LEAD L2

Role Overview Wipro is seeking a Service Desk Lead L2 to support our team in Pune. In this role, you will lead service desk agents, manage escalated work orders, and ensure prompt delivery of technical customer service. Join us as we build a modern Wipro, helping clients realize their digital transformation goals. Key Responsibilities - Advise service desk agents on resolving tickets and managing escalated issues. - Monitor incident queues to prevent unauthorized changes and mitigate escalations. - Forecast team talent requirements, conduct goal setting, and perform reviews. - Measure and report on service delivery performance metrics and surveys. - Conduct capacity planning and shift planning to meet client SLAs. - Run onboarding, technical briefing, and process training sessions for agents. - Foster engagement, recognition, and career progression programs for the team. Required Qualifications - Bachelor's degree or equivalent technical experience. - 5 to 8 years of professional experience in IT Service Desk operations. - Strong skills in Service Desk Management, SLA tracking, and team supervision. - Excellent customer service, communication, and reporting capabilities. - Demonstrated ability to lead team resourcing, goals, and performance management. Why Join Us Join a business powered by purpose and a place that empowers you to design your own reinvention. At Wipro, you will collaborate with a global team on enriching projects that drive real impact.