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 Principal Consultant - Service Desk Desk Site Support
We are looking for an experienced and highly motivated Manager to lead and manage our 24/7 IT Service Desk and Desk Site Support teams. The ideal candidate will have a proven track record of delivering high-quality IT services, ensuring client satisfaction, and achieving performance targets in alignment with Service Level Agreements (SLAs). This role involves overseeing both day-to-day operations and strategic initiatives to enhance service delivery, efficiency, and continuous improvement.

Responsibilities
• Lead, manage, and oversee the 24/7 Service Desk and Desk Site Support operations, ensuring exceptional service delivery and timely resolution of IT incidents and service requests across various platforms.
• Provide clear and timely communication to stakeholders regarding escalated incidents, resolutions, and root cause analyses (RCAs)
• Collaborate with cross-functional IT teams, ensuring seamless collaboration for escalations, issue resolution, and continuous improvement initiatives.
• Oversee and lead major IT transitions, business migrations, site consolidations, and ramp-up/down projects, ensuring smooth execution with minimal disruption.
• Monitor and evaluate key performance indicators (KPIs) for service desk /Desk Site operations, using the data to implement improvements and optimize workflows.
• Ensure strict adherence to SLAs, ensuring the timely escalation and resolution of
• Foster a customer-focused culture within the service desk /Desk site team, ensuring the highest levels of client satisfaction and responsiveness.
• Level 1, Level 2, and Level 3 incidents, minimizing business disruption.
• Drive process improvements and operational excellence by identifying opportunities for optimization, automation, and streamlining of support workflows
• Should have hands on experience in managing Site support teams
• Working with internal team and various company activities
• Conduct monthly review and annual appraisal
• Work with LDT to drive Contniues service improvement
• Responsible for handling escalations and respond in timely manner with detailed RCAs to stakeholders.
• Responsible for identifying process improvement opportunities and drive lean/Six Sigma projects.
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk 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 technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.

Qualifications we seek in you
Minimum Qualifications / Skills
• Graduate (Preferably in Computer Science, Information Systems, or related field)
• Strong understanding of IT infrastructure and technologies
• Understanding of Knowledge management framework

Preferred Qualifications/ Skills
• Excellent communications (verbal and written) presentation skills.
• Knowledge of ITIL, incident, problem and change management.
• Experience taking responsibility and ownership of stakeholders and projects.
• Hand on experience Client Management and Reporting.
• 10 years of experience in handling SD and Desk side operations.
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.