Designation : Lead Consultant - Service Desk
Experience : 9+ Years
Location : Hyderabad or anywhere in India
Mandatory Skills : Windows Server , AD , Microsoft Entra ID , Intune , Azure virtualisation .
Time ( shift ) : 2:30 AM (Australian time zone)

Interested can reachout @ [email protected]

Role: Technical Service Desk - Team Lead (Sr. System Engineer)
Experience : 8+ yrs - L3
Location: Hyderabad
(Australia Time Zone)
Notice Period: Maximum 15 days
Position Summary
The Technical Service Desk Team Lead is responsible for leading and mentoring the Service Desk team while providing advanced technical support across Microsoft technologies, end user and endpoint management, virtualization platforms, and The role ensures high-quality IT support delivery, effective incident management, adherence to SLAs, and continuous improvement of IT service operations.
The ideal candidate will possess solid hands-on experience with Windows Server, Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft Azure, virtualization technologies, and foundational networking concepts.




Key Responsibilities

Team Leadership & Service Management
Lead, mentor, and support Service Desk Engineers and Analysts.
Manage daily service desk operations and ticket queues.
Ensure incidents and service requests are resolved within agreed SLAs.
Conduct team performance reviews and provide technical coaching.
Coordinate major incident management and escalation processes.
Drive continual service improvement initiatives.
Develop and maintain operational procedures and knowledge base documentation.
Participate in CAB (Change Advisory Board) activities and change management processes.

Microsoft Infrastructure Administration

Windows Server Administration
Manage and support Windows Server environments (2016/2019/2022).
Perform server health monitoring, patching, and maintenance.
Troubleshoot server performance and availability issues.
Manage file services, print services, and server roles.

Active Di

📌 Lead Consultant (Hyderabad)
🏢 SHI Solutions India
📍 Hyderabad