About the Company

We are committed to providing exceptional IT services and support to our clients, fostering a culture of innovation and collaboration.

About the Role

The Service Desk Operations Lead will oversee day-to-day IT Service Desk and End User Support operations, ensuring adherence to SLAs, OLAs, and KPIs.

Responsibilities
Lead day-to-day IT Service Desk and End User Support operations.
Ensure adherence to SLAs, OLAs, and KPIs.
Manage L1/L2 support teams across multiple locations.
Oversee incident, service request, problem, and major incident management.
Ensure timely ticket assignment, escalation, and resolution.
Monitor queue health and workload distribution.
Drive First Call Resolution (FCR) and minimize ticket aging.

Required Skills
Provide support for desktops, laptops, thin clients, and mobile devices.
Manage Windows, macOS,



and mobile operating systems.
Support Microsoft 365, Teams, Outlook, OneDrive, and collaboration tools.
Handle printer, conferencing, and meeting room technologies.
Coordinate VIP and Executive support.
Ensure remote support for work-from-home users.

Preferred Skills
Common Technologies:
ITSM: ServiceNow, BMC, ManageEngine
Endpoint Management: Microsoft Intune, ManageEngine Desktop Central
Identity: Microsoft, Okta
Security: Microsoft, Palo Alto Networks, Trellix
Monitoring: Nanoheal/Nexthink

Equal Chance Statement

We are committed to diversity and inclusivity in our hiring practices and strive to create an workplace where everyone feels valued and respected.

📌 Information Technology Service Desk Team Lead Chennai
🏢 CSS Corp
📍 Chennai