Information Technology Service Desk Team Lead

We’re a bunch of hardworking, fun-loving, people-oriented technology enthusiasts. We love what we do, and we’re passionate about helping our clients thrive in an increasingly complex digital world. Zensar is an organization focused on building relationships with our clients and with each other—and happiness is at the core of everything we do. In fact, we’re so into happiness that we’ve created a Global Happiness Council, and we send out a Happiness Survey to our employees each year.

We’ve learned that employee happiness requires more than a competitive paycheck, and our employee value proposition—grow, own, achieve, learn (GOAL)—lays out the core opportunities we seek to foster for every employee. Teamwork and collaboration are critical to Zensar’s mission and success, and our teams work on a diverse and challenging mix of technologies across a broad industry spectrum. These industries include banking and financial services, high-tech and manufacturing, healthcare, insurance, retail, and consumer services.

Our employees enjoy flexible work arrangements and a competitive benefits package, including medical, dental, vision, 401(k), among other benefits. If you are looking for a place to have an immediate impact, to grow and contribute, where we work hard, play hard, and support each other, consider joining team Zensar!

Zensar is looking for a Service desk Lead in the United States (%100 Onsite to be worked from Office ). This position is open for Full Time with excellent benefits and professional growth opportunities.

• Service Desk Operations Management
• Lead and coordinate daily activities of Level 1 and Level 2 support teams.
• Monitor ticket queues, SLAs, response times, and ensure timely resolutions.
• Balance workload distribution and assign tasks based on priority and skill level.
• Ensure proper documentation, categorization, and closure of incidents, service requests and task.
• Escalation & Technical Leadership
• Serve as the primary escalation point for complex or high-impact issues.
• Troubleshoot advanced problems related to banking apps, network connectivity, desktops, and security tools.
• Collaborate with infrastructure, cybersecurity, and application teams for escalated issues.
• Banking Application & Branch Support
• Provide support for core banking systems.
• Assist with branch‑related issues involving teller platforms, loan systems, check processing, ATM connectivity, Printers, Scanners and card services.
• Support critical banking processes such as end‑of‑day batch runs, transaction failures, and access workflows.
• Compliance, Governance & Security
• Ensure team compliance with U.S. banking regulations (FDIC, OCC, FFIEC cybersecurity guidelines).
• Enforce identity access management policies (password resets, MFA, privileged access requests).
• Report unusual system activity and potential security threats.
• Maintain audit‑ready documentation and assist during technology audits.
• Train, mentor, and coach service desk analysts.
• Conduct performance evaluations and provide ongoing feedback.
• Lead daily standups, weekly reviews, and monthly service performance meetings.
• Drive a culture of customer service excellence and regulatory discipline.
• Process & Continuous Improvement
• Improve workflows based on ITIL best practices (Incident, Request, Problem Management).
• Review and refine knowledge base articles, SOPs, and incident documentation.
• Recommend technology upgrades, automation opportunities, and service improvements.
• Track KPIs (FCR, SLA attainment, CSAT, backlog health) and report to management.

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

• Bachelor’s degree in Information Technology, Computer Science, or related field (preferred).
• 4–6 years of IT service desk or technical support experience, including 1–2 years in a leadership role.
• Experience supporting financial institutions or U.S. banking systems strongly preferred.
• Strong understanding of:
• ITIL framework
• VPN, MFA, and secure remote access
• Strong analytical, leadership, and communication skills.
• Ability to…