Service desk lead - L2

Key Responsibilities:

Handle customer service desk calls professionally and efficiently, with a strong focus on customer satisfaction.

Collaborate with IT personnel, user departments, external vendors, and customers to resolve issues.

Apply the Quality Improvement Process, adhering to the Four Absolutes of Quality and implementing the 14-step improvement methodology.

Communicate effectively regarding problems, issues, and outages with team members and management.

Monitor escalations and manage Cherwell tickets.

Assist in onboarding and training new associates.

Contribute to writing and updating procedures and workflows; maintain the accuracy of the technical knowledgebase.

Continuously enhance technical skills and share knowledge with the team; complete online CBT courses and pursue Service Desk Analyst certification.

Support PC hardware maintenance and troubleshooting.

Assist with software maintenance and installation, including Microsoft OS, approved applications, ODBC drivers, DLLs, and registry settings.

Participate in the installation of new computers, including hardware and software setup.

Repair and rebuild company computer assets as needed.

Support special software installations and upgrades, including off-hours deployments.

Deliver a high percentage of First Contact Resolution (FCR) for Tier One technical issues using documented processes and procedures.

Qualifications & Skills:

Prior experience in a service desk or IT support role preferred.

Strong communication and interpersonal skills.

Ability to work in a team-oriented environment.

Technical proficiency in Microsoft operating systems and common enterprise applications.

Willingness to work flexible shifts based on client needs.

Commitment to continuous learning and professional development.

Mandatory Skills: Service Desk Management .

Experience: 5-8 Years .

The expected compensation for this role ranges from $60,000 to $135,000 .

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Client-provided location(s): Salisbury, MD

Job ID: Wipro-99238

Employment Type: OTHER

Posted: 2025-10-02T18:40:11