Sr Administrator (Support & Operations)

Job Description

Sr Administrator (Support & Operations)

Lucknow, Uttar Pradesh

Job Summary

The Service Desk Quality Lead is responsible for driving service quality, operational excellence, and customer satisfaction across Service Desk operations. The role involves conducting quality audits, monitoring analyst performance, analyzing SLA/KPI trends, coaching agents, identifying process improvement opportunities, and ensuring adherence to ITIL and organizational quality standards. The position acts as a bridge between Service Desk Operations, Training, and Service Delivery teams to improve overall end-user experience.

Key Competencies\\\ \\\ Customer Service Excellence\\\ Analytical Thinking\\\ Attention to Detail\\\ Quality Management\\\ Leadership & Mentoring\\\ Communication & Presentation Skills\\\ Stakeholder Management\\\ Data Analysis & Decision Making\\\ \\\ \\\ Key Performance Indicators (KPIs)\\\ \\\ Quality Audit Score\\\ CSAT Score\\\ First Contact Resolution (FCR)\\\ SLA Achievement\\\ Ticket Documentation Accuracy\\\ Escalation Reduction\\\ Repeat Incident Reduction\\\ Knowledge Base Utilization\\\ Coaching Effectiveness\\\ \\\ \\\ Preferred Industry Experience\\\ \\\ Enterprise Service Desk\\\ IT Managed Services\\\ Global Support Operations\\\ Multi-client IT Support Environment\\\ ServiceNow-based Service Desk Operations

Key Responsibilities

Quality Assurance & Monitoring Perform regular audits of calls, emails, chats, and incident tickets. Evaluate analyst performance against defined quality parameters. Ensure adherence to Service Desk standard operating procedures (SOPs). Conduct calibration sessions with Team Leads and Operations Managers. Maintain quality scorecards and audit documentation. [Incident M...escription | Word], [Service_De...quirements | Word] Service Performance & Compliance Monitor service quality metrics and SLA performance. Identify service delivery gaps and compliance deviations. Ensure compliance with ITIL processes and client contractual requirements. Support governance, audit, and compliance reviews. [GlobalAMS_GSDAMS | Word], [Incident M...escription | Word] Coaching & Development Provide quality feedback and coaching to Service Desk analysts. Conduct refresher sessions on customer service and troubleshooting practices. Work closely with trainers and team leads to improve agent capabilities. Drive performance improvement plans for low-performing agents. [Incident M...escription | Word] Reporting & Analytics Generate daily, weekly, and monthly quality reports. Analyze trends related to: SLA Compliance First Call Resolution (FCR) Mean Time to Resolve (MTTR) Escalation Trends Customer Satisfaction (CSAT) Ticket Quality Scores Publish dashboards and recommendations to management. [Reporting...864646144 | Word], [Service_De...quirements | Word] Customer Experience Management Review customer feedback and survey results. Perform root cause analysis for customer complaints. Recommend improvements to reduce repeat contacts and escalations. Partner with operations teams to improve customer experience. [Service_De...quirements | Word], [Incident M...escription | Word] Continuous Improvement Identify process optimization opportunities. Support knowledge management initiatives. Drive automation and shift-left opportunities. Participate in service improvement programs and quality transformation initiatives.

Skill Requirements

ITSM & Service Desk Service Desk Operations Incident Management Request Fulfillment Problem Management Knowledge Management Service Level Management ITIL Framework Quality & Process Excellence Quality Auditing Quality Scorecards Root Cause Analysis Process Improvement Corrective and Preventive Actions (CAPA) Continuous Service Improvement (CSI) Reporting & Tools ServiceNow Remedy Jira Service Management Advanced Microsoft Excel Power BI PowerPoint Dashboard Reporting

Other Requirements

Qualifications Education Bachelor\s Degree in Information Technology, Computer Science, Engineering, or related discipline. Certifications (Preferred) ITIL Foundation V4 Lean Six Sigma Green Belt HDI Support Center Analyst COPC Quality Certification ServiceNow Fundamentals

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.