Consultant - It Service Desk Team Lead

Ready to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s AI Gigafactory our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of what s possible this is your moment Genpact NYSE G is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at genpact com and on LinkedIn X YouTube and Facebook Inviting applications for the role of Consultant - IT Service Desk Team Lead We are seeking a highly skilled and experienced IT Service Desk Team Lead to lead the design development and implementation of automation solutions across our organization This role requires deep technical expertise strategic thinking and the ability to collaborate with cross-functional teams to drive efficiency and innovation Responsibilities Lead daily operations for your assigned pod of Service Desk Agents and Senior Agents Manage shift scheduling workload balancing and real-time queue monitoring to ensure SLA adherence Provide guidance and support on complex or high-impact tickets escalated within your pod Monitor ticket quality documentation standards and user communication providing coaching as needed Conduct performance check-ins and promote professional development through mentoring and feedback Ensure effective onboarding and ramp-up of new hires within your pod Drive adoption of knowledge articles and contribute to continuous improvement of support documentation Analyze trends and recurring issues to identify training gaps or process improvement opportunities Collaborate with peer Leads to ensure consistency in service delivery across pods Partner with Tier 2 Engineering and other support teams to streamline escalations and enhance resolution paths Lead by example in customer interactions during peak demand or critical incidents Support reporting needs by contributing pod-level metrics and performance summaries Qualifications we seek in you Minimum Qualifications Relevant experience in IT support as team lead senior agent or Lead role Experience managing day-to-day performance and service delivery within a support team Strong technical knowledge of Microsoft 365 Windows OS enterprise tools and remote troubleshooting Familiarity with ticketing platforms such as ServiceNow or equivalent Proven ability to coach develop and support frontline staff in a high-volume environment Preferred Qualifications Skills Effective communicator who can lead with clarity empathy and accountability Strong analytical and documentation skills with a focus on measurable outcomes Experience operating within a pod or team-based support model ITIL Foundation certification or working knowledge of ITIL practices Prior experience in a 24x7 support environment especially across global time zones Familiarity with enterprise environments Windows O365 VPN networking basics Why join Genpact Lead AI-first transformation - Build and scale AI solutions that redefine industries Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career Gain hands-on experience world-class training mentorship and AI certifications to advance your skills Grow with the best - Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace Committed to ethical AI - Work in an environment where governance transparency and security are at the core of everything we build Thrive in a values-driven culture - Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140 000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters Up Let s build tomorrow together Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training