Service Desk Lead - IT Infrastructure and End-User Support

REF103767R_2026258435 - Service Desk Lead - 4 to 8 years

Company Description

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence – WNS’ core differentiator – with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Job Description

• Global Service Desk Lead with deep technical expertise in IT infrastructure, ITSM platforms, and enterprise end-user services. • Proven ability to manage 24x7 service desk operations, drive ITIL-based service delivery, and leverage reporting, automation, and security tools to improve service performance and user experience.• Rigorous monitoring of Omni channel platform for calls/ mails/ chats to maintain quality and availability.• Provide frontline support to the users via joint calls with functional SMEs for prompt solutions• Manage end user escalations to ensure issues are addressed with a logical conclusion• Co-ordination with Incident Management and SolarWinds team to assist during severities whenever required• Managing and troubleshooting issues on the dedicated 24*7 bridge• Drive functional team performance to maintain SLA deliverables• To create a conducive and stimulating environment for Service Desk team members to accomplish their targets• Monitor Service Desk dashboards• Cross geographical communications for end users and end user computing groups• Managing overall response and resolution for Enterprise IT• Interviewing potential candidates and hiring backfills for IT SD• Escalation management of dedicated helpdesk

Qualifications

Graduate

Experience Level

Senior Level