Description
- Understand the values and vision of the organization and align the activities accordingly
- Protect the Intellectual Property
- Adhere to all the policies and procedures
- Manage the help desk call logging system and ensure it is fit for purpose
- Take an overview of service desk calls, response times and customer satisfaction
- Understand and assist in compliance with software license requirements
- Offer hardware and software support as necessary
- Contribute to management meetings as required
- Handle Escalations, Handling aggressive users & Reporting
- Manage Training & daily SLA reporting
- Should manage the team independently
- Audit tickets and coaches the team to enhance performance.
- Motivate Team, Conduct Reviews & Provide Feedback
- Maintain healthy KPIs & KRAs.
- Technical knowledge in L2 level for Win 10 & 11, O365, outlook, mobile devices, Networking, Printers.
- Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
- Exposure into Server and Network




- Exposure into Active Directory.
- Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management
- Develop daily, weekly, and monthly reports on help desk team’s productivity
- Keep abreast of changes and trends in system information and technology updates

Essential Skills

Job
- Excellent written and verbal communication skills are essential
- Must be proficient in Customer Relationship Management
- Must be dynamic, adaptable and possess perseverance skills
- Technical knowledge in L2 level for Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
- Working knowledge on security and compliance for DLP, Data lifecycle Management, Information protection.
- Configure and manage user accounts, permissions, and licenses.
- Troubleshoot and resolve Office 365-related issues.
- Manage and configure Intune for mobile device ma

📌 Team Lead (Telangana)
🏢 The Hackett Group
📍 Telangana