Role: IT Service Quality & Audit Lead
Industry Type: IT Services & Consulting
Department: IT & Information Security
Employment Type: Full Time, Permanent
Role Category: IT Security
UG: Any Graduate
About Lenovo
Lenovo is a global technology powerhouse, delivering innovative PCs, smart devices, infrastructure, and services to customers worldwide. We are committed to building a diverse, inclusive, and highperformance workplace where people can do their best work and grow their careers.
Role Summary
The Service Desk Quality & Audit Manager is responsible for driving service quality, audit governance, and continuous improvement across IT Service Desk operations. This role leads quality audits across multiple support channels, identifies systemic gaps, and partners closely with service delivery leaders to improve customer experience, process compliance, and operational outcomes. The role also leads and mentors a team of Quality Analysts.
Key Responsibilities
- Lead and govern quality audits across Voice, Email, Chat, and ITSM tickets (Incidents, Changes, Problems), ensuring adherence to ITIL processes, SLAs, KPIs, and service standards.
- Review audit results to identify compliance gaps, defect trends, and process inefficiencies, and ensure consistent evaluation standards across auditors.
- Perform root cause analysis on recurring quality issues and drive corrective actions, process improvements, and training interventions.
- Own the service desk quality training framework and ensure learning plans are aligned to audit findings and performance gaps.
- Partner with Service Delivery and Operations leaders to align quality expectations, priorities, and improvement outcomes.
- Act as the quality single point of contact (SPOC) for internal stakeholders and customers, presenting insights in a clear, businessfocused manner.
- Lead, coach, and develop a team of Quality Analysts to ensure timely audits, reporting, and followthrough on improvement actions.
- Deliver regular quality dashboards and reports covering audit scores, SLA adherence, defect trends, and training effectiveness to enable datadriven decisions.
Skills & Experience
MustHave
- 48 years of experience in IT Service Delivery, Process Quality, or IT Operations Quality Assurance.
- Proven experience leading a team of Quality Analysts or Process Auditors.
- Strong understanding of ITILbased service desk operations and IT Service Management (ITSM).
- Handson experience with voice and ticket quality audits, process compliance, and governance.
- Experience driving training programs, corrective actions, and continuous improvement initiatives.
- ITIL v3 Intermediate or ITIL 4 certification.
- Strong communication, presentation, and stakeholder management skills.
GoodtoHave
- Exposure to ISO 9001 or similar quality frameworks.
- Familiarity with quality tools such as Pareto analysis, RCA, control charts, or FMEA.
- Six Sigma or Lean exposure.
- Experience working in infrastructure or IT support environments.
Benefits
Lenovo offers a competitive benefits package in India, including comprehensive health insurance for employees and dependents, preventive health programs, generous leave options, insurance coverage, flexible work practices, and access to global learning and development programs.
Equal Opportunity Employer
Lenovo is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other legally protected status.