Shift Lead - English, Arabic, Microsoft Windows

Experience: 1 to Not Available years

Location: Chennai, India

Skills: Service desk leadership, IT support, Customer service, IT infrastructure, Networking, Ticketing tools, ServiceNow, Zendesk, Jira, Data analysis, Reporting, Coaching, Mentoring, Organization skills, Problem-solving, Conflict resolution, Negotiation, Presentation skills, Facilitation skills, ITIL, HDI, CompTIA

Job Summary

Team Lead – English Service Desk

- Office-based with potential remote/hybrid arrangement per organizational policy.
- Flexibility to support occasional evening/weekend/holiday coverage as needed.
- Comfortable working in a dynamic, fast-paced environment focused on service excellence and improvement.

Key Responsibilities

- Lead, coach, and develop service desk agents; run regular briefings and 1:1s.
- Plan coverage (schedules/attendance/shifts) to meet service levels.
- Ensure timely ticket/request resolution in line with SLAs/KPIs; monitor daily operations.
- Handle escalations and complex issues; provide expert guidance and decision support.
- Promote a customer-centric culture; communicate outages/changes clearly and promptly.
- Drive onboarding, training, and knowledge sharing; identify ongoing development needs.
- Improve processes and workflows; standardize procedures with IT/HR and stakeholders.
- Maintain policies, procedures, and knowledge base documentation.
- Produce and present performance metrics, trends, and improvement recommendations.




- Ensure quality assurance and compliance with policies/standards; implement corrective actions.

Skill Requirements

Fluent, professional English communication (verbal and written).

- Service desk leadership experience (typically 1+ year) within an IT support environment (typically 3+ years total).
- Strong customer service mindset; ability to manage escalations and challenging stakeholders.
- Hands-on troubleshooting background and understanding of IT infrastructure, networking, and common applications.
- Proficiency with ticketing/service management tools (e.g., ServiceNow, Zendesk, Jira) and knowledge base practices.
- Data-driven approach: analyze metrics, build reports/dashboards, and identify trends/root causes.
- Coaching/mentoring skills; ability to onboard and upskill team members.
- Organization and prioritization skills in a rapid-paced, high-volume environment.
- Problem-solving, conflict resolution, and negotiation capabilities.
- Presentation/facilitation skills to communicate insights and changes to leadership and partners.

Other Requirements

- Bachelor’s degree in IT, Business Administration, or related field preferred.
- Relevant certifications are a plus (e.g., ITIL, HDI, CompTIA).
- High integrity, professionalism, and discretion when handling sensitive information.
- Self-motivated, proactive, and results-oriented; comfortable with change and continuous learning.
- Ability to collaborate cross-functionally (IT, HR, and business stakeholders).

📌 Shift Lead English, Arabic, Microsoft Windows (India)
🏢 HCL Technologies
📍 India