Helpdesk Team Lead

• Enrich & Enlight is hiring a Helpdesk Team Lead Team Member Services for one of our leading IT/BPS clients.
• Hiring Helpdesk Team Lead | HR Shared Services
• Client: Leading IT & Business Process Services Organization
• Location: Bangalore Thin Campus
• Band: BPO3 Team Lead
• Shift: US Shift | 5:30 PM 3:30 AM IST
• Openings: 1
• Work Mode: Work from Office
• Job Summary

• We are looking for a professional with experience in HR Helpdesk Operations, HR Shared Services, Team Management, SLA Monitoring, Escalation Management, and Service Delivery.
• The candidate will supervise daily HR helpdesk operations, maintain service quality, manage team performance, and ensure timely resolution of employee queries.
• Key Responsibilities

• Lead and supervise daily HR helpdesk operations, ensuring smooth service delivery.
• Manage employee queries, service requests, and escalations to ensure timely resolution.
• Monitor SLA adherence, productivity, quality metrics, and team performance.
• Coach, mentor, and guide helpdesk team members to improve efficiency and customer service.
• Prepare operational dashboards, MIS reports and management updates.
• Identify process gaps and implement continuous improvement initiatives.
• Coordinate with internal HR teams and stakeholders to resolve complex employee issues.
• Ensure compliance with established helpdesk processes, service standards, and operational procedures.
• Drive employee satisfaction through effective issue resolution and service quality.

Required Skills & Experience

• Experience in HR Helpdesk, HR Shared Services, Employee Services or HR Service Delivery.
• Experience supervising or leading helpdesk teams.
• Strong understanding of SLA management, quality monitoring, and productivity metrics.
• Ability to manage escalations and employee service requests.
• Experience preparing MIS reports, dashboards, and performance reports.
• Strong communication, team management, and interpersonal skills.
• Comfortable working in US shifts and from the Bangalore office.

Preferred Skills

• HR Service Desk / Employee Helpdesk Operations
• HR Shared Services / HR BPO
• ServiceNow HRSD or other ticketing platforms
• MS Excel, MIS Reporting and Dashboards
• Process Improvement and Quality Monitoring
• Stakeholder Management
• Team Coaching and Performance Management

Apply Now

Interested candidates with relevant HR Helpdesk / Shared Services team leadership experience may apply with their updated resumes@ 8766291576

• Pranavi
• Enrich & Enlight | Passion to Provide Talent
• www.enejobs.com