Summary:

Manages the activities and personnel of the IT Support center (help desk).
Ensures the operation is in accordance with the established procedures and
practices. Monitors performance of support personnel, reviewing response times,
problem logs, and trends in problems reported. Recommends strategies and/or
hardware/software enhancements to increase employee productivity. Selects,
develops, and evaluates personnel to ensure the productive operation of the
function.

Duties & Responsibilities:

Job Name: Helpdesk Shift Lead

Location: Pune

Experience: 8-12 Years

About VIAVI Solutions

VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have
evolved to keep pace and address our customer’s most pressing business issues.
We make equipment, software, and systems that help to plan, deploy, certify,
monitor, and optimize all kinds of networks- like those for mobile phones,
service providers, large businesses and data centers. VIAVI is also a leader in
high performance thin film optical coatings and engineered diffusers, providing




light management solutions to anti-counterfeiting, consumer electronics,
automotive, defense and instrumentation markets.

We are the people behind the products that help keep the world connected – at
home, school, work, at play, and everywhere in between. VIAVI employees are
fierce about supporting customer success and we welcome people who bring their
best every day to the company - to question, to collaborate and to push for
solutions that will delight our customers.

About the Role

The Helpdesk Shift Lead is responsible for delivering high-quality end-user
support while providing day-to-day leadership for the help desk shift. This role
combines hands-on technical troubleshooting with queue management, escalation
handling, process adherence, and team coaching to ensure a consistent,
customer-focused support experience.

* Provide day-to-day technical support for end users, including installation,
configuration, an

📌 Helpdesk-Shift Lead (Pune)
🏢 Viavi Solutions
📍 Pune