Tech Lead - Service Desk N 4C

Tech Lead - Service Desk N Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at and on LinkedIn , YouTube , X , and Facebook . Job Description • Supervising and coordinating the activities of service desk technicians • Providing technical guidance and support to team members • Managing service desk operations and workflow • Resolving complex technical issues escalated by team members • Implementing and enforcing service desk procedures and standards • Monitoring service desk performance and identifying areas for improvement • Training and developing service desk technicians • Collaborating with other IT teams to ensure seamless service delivery • Defining and tracking service desk KPIs and metrics for performance evaluation. Qualifications Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering Certifications ITIL Foundation - AxelosAxelos, Microsoft Certified Solutions Associate - MicrosoftMicrosoft Required Skills Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Inclusion, IT Consulting Services, IT Service Management (ITSM), People Leadership, Personal Effectiveness, Risk Management, Service Integration and Management (SIAM), Storytelling, Workplace Services Language English (Required) Language Proficiency - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - Service Desk N Remote Type - Office Work Shift - Day Job (India) Why join Genpact? • Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • Make an impact – Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together. 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 respect and integrity, customer focus, and innovation. 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.