What are the responsibilities and job description for the Service Desk Lead position at Mindtree?
- Manage and lead the Service Desk and Global Account Management (GAM) teams, ensuring alignment with industry best practices.
- Drive onboarding of new mergers and acquisitions (M&A) into provisioning systems, enterprise standards, and communication protocols.
- Oversee end-user computing (EUC) support, ensuring consistent and user-friendly service delivery.
- Implement and govern SOPs, ticket hygiene, and service quality metrics across teams.
- Ensure effective use and continuous enhancement of the Self-Service Portal for end users.
- Collaborate with internal stakeholders to integrate enterprise tools, identity management, and service workflows.
- Monitor SLA adherence and ensure timely resolution of incidents, requests, and provisioning tasks.
- Develop and mentor team members, managing staffing, training, and performance reviews.
- Standardize and optimize service desk and GAM processes across regions and accounts.
- Conduct regular service reviews with clients and internal stakeholders, driving continuous improvement.
Job Type: Contract
Pay: $21.00 - $27.00 per hour
Work Location: In person
Salary : $21 - $27
