Technical support Work, Jobs in Marcham, Oxf (with Salaries)

SERVICE DESK LEAD L2(CONTRACT)
Wipro Limited —Reading

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SERVICE DESK LEAD L2(CONTRACT)

Wipro Limited -
Reading

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Job details

Full job description

Job Title: SERVICE DESK LEAD L2(CONTRACT)
City: Reading
State/Province: Berkshire
Posting Start Date: 6/22/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Role:
Service desk lead

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Do:

To support the service desk agents in prompt delivery & customer service
Advise and collaborate with the agents on current issues and works toward the resolution of tickets
Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up
Coordinate with other IT teams as appropriate for closure of any escalated ticket
Act as a liaison between Service Desk and other teams to ensure effective communication between teams
To provide liaison and governance at both internal & client levels
Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations
Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets
Lead in the development of good customer service practices across the service desk
Produce statistics and management reports of the service desk to client & management
Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines
Capacity planning and capability development
Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment
Conduct shift planning to meet the service requirements of the client as per SLAs agreed
Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk
Assist SD agents by providing first line support when workloads are high, or where additional experience is required
Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers.
Team Management
Resourcing
Forecast talent requirements as per the current and future business needs
Hire adequate and right resources for the team
Train direct reportees to make right recruitment and selection decisions
Talent Management
Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness
Build an internal talent pool of HiPos and ensure their career progression within the organization
Promote diversity in leadership positions
Performance Management
Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports.
In case of performance issues, take necessary action with zero tolerance for will based performance issues
Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
Employee Satisfaction and Engagement
Lead and drive engagement initiatives for the team
Track team satisfaction scores and identify initiatives to build engagement within the team
Proactively challenge the team with larger and enriching projects/initiatives for the organization or team
Exercise employee recognition and appreciation

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Mandatory Skills: Service Desk Management .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

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SERVICE DESK LEAD L2(CONTRACT)

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