Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Lead Consultant – Service desk /Desk Side support

We are seeking an organized and proactive Lead Consultant to oversee the day-to-day operations of our 24/7 Service Desk and Desk Side Support teams. This position is responsible for ensuring high-quality service delivery, client satisfaction, and compliance with Service Level Agreements (SLAs). The Assistant Manager will support IT incident resolution, escalate critical issues, and manage the performance of support teams to ensure seamless operations and service excellence.
Responsibilities
• Support ServiceDesk and Desk Site Lead in ensuring that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department/division.
• Resolves problem situations in a professional manner.
• Accurately communicates pertinent information to Service desk /Desk Side staff and all employees to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Provide day-to-day after-hours supervision of Service Desk worker’s staff.
• Create shift schedule after doing volume analysis.
• Supervisory duties include: determining Service Desk and Desk Site personnel requirements, recruiting, hiring to insure the Service desk and Deskside is adequately staffed during business hours.
• Identifies opportunities for improvements in process, efficiency and quality.
• Ensures that decisions made to improve the overall customer support of the Service desk and deskside continually carried through.
• Manage escalated issues and provide direction to Service Desk and Deskside staff and directs other issues to Service Desk and Desk site manager or appropriate personnel for timely resolution. In case of resolution maintains positive communication with user to ensure appropriate and knowledgeable hand off.
• Work effectively with all levels of employees in the organization.
• Assist with the deployment of technical equipment.
• Perform other related duties as necessary or as assigned by supervisor
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk and Desk side operations, identify areas for improvement, and implement corrective actions as needed.
• Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolutions.
• Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
Provide leadership to service desk and Desk side technicians, personnel, and support staff, ensuring effective communication, training, and performance management.

Qualifications we seek in you
Minimum Qualifications / Skills
• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
• Strong hands-on experience in managing IT service desk and site support teams.
• In-depth knowledge of IT incident management, troubleshooting, and support processes.
• Experience with Microsoft Office 365, Windows 365, Intune, and mobile device management platforms.
• Familiarity with managing IT assets, including hardware, peripherals, and networking equipment.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze and report on performance metrics to identify and implement improvements.
• Experience in managing escalations, critical incidents, and ensuring timely resolutions.
• Prior experience in supporting business transitions, migrations, and other large-scale IT projects is a plus.

Preferred Qualifications/ Skills
• Customer Service and Problem-Solving attitude.
• Excellent verbal and written communication skills
• Should be able to deliver on tight timelines.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.