Bengaluru, Karnataka
Job Summary
We are seeking a skilled and proactive Operations Lead to manage and oversee the day-to-day support operations for Windows and Linux-based laptops and desktops. This individual will lead a team of support engineers, ensure adherence to SLAs and KPIs, coach and mentor staff, and maintain high service standards. The ideal candidate will have extensive experience in ServiceNow, solid technical troubleshooting capabilities, and a passion for continuous improvement in IT support operations.rnKey Responsibilities: rnTeam Leadership & Coaching: rnLead and mentor a team of IT support engineers handling Windows and Linux systems.rnProvide technical guidance and performance feedback.rnConduct regular team meetings and knowledge-sharing sessions.rnIncident & Service Request Management: rnMonitor and manage all support tickets via ServiceNow.rnEnsure timely resolution of incidents, service requests, and problems.rnEscalate critical issues and provide root cause analysis.rnOperational Excellence: rnOversee day-to-day laptop/desktop support activities across the organization.rnTrack and report on SLA, KPI, and customer satisfaction metrics.rnImplement best practices and standard operating procedures.rnAsset & Inventory Coordination: rnCollaborate with asset management teams to ensure device availability and lifecycle tracking.rnSupport device imaging, deployment, and patching activities.rnContinuous Improvement: rnIdentify recurring issues and initiate process or technology improvements.rnDrive initiatives to enhance team productivity and service quality.rnRequired Skills & Experience:
rn5+ years of IT support experience with Windows and Linux desktop/laptop environments.rn2+ years in a team lead or operations management role.rnStrong proficiency in ServiceNow ticketing system.rnSolid understanding of ITIL processes and service management frameworks.rnExcellent troubleshooting, communication, and stakeholder management skills.rnExperience in monitoring SLAs, KPIs, and generating performance reports.rnPreferred Qualifications: rnITIL Foundation Certification.rnExperience with SCCM, JAMF, or other endpoint management tools.
Job Description : Monitor & respond to helpdesk tickets within defined SLA
Key Responsibilities
Install, configure, and maintain desktop and laptop systems, including Windows and Mac OS.rnTroubleshoot hardware, software, and network issues.rnSupport end-users in person, remotely, and via phone or ticketing system.rnDeploy and maintain IT assets such as printers, monitors, and peripherals.rnManage user accounts, permissions, and access rights in Active Directory.rnInstall and configure applications and patches, ensuring compliance with security standards.rnCollaborate with IT infrastructure and security teams to support company-wide projects.rnMaintain documentation of IT procedures, configurations, and user guides.rnMonitor and respond to helpdesk tickets within defined SLAs.rnAssist in onboarding and offboarding of employees from an IT standpoin
Skill Requirements
Desk Side support in IT
Other Requirements
Should have knowledge of Troubleshooting hardware, software and Network issues
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-
📌 Administrator (Support & Operations) (India)
🏢 HCLTech
📍 India