Responsible for leading the IT Service Desk team to deliver high-quality technical support and ensure compliance with service level agreements (SLAs). Oversees daily IT operations, incident management, problem management, team performance, and customer satisfaction while supporting enterprise technologies including Microsoft 365, Active Directory, Windows environments, networking, and cloud services.

Key Responsibilities
- Lead and manage the Service Desk team to ensure effective handling of incidents, service requests, and escalations.
- Monitor daily ticket queues and ensure compliance with SLAs and KPIs.
- Assign, prioritize, and track support tickets based on business impact and urgency.
- Act as the primary escalation point for critical incidents and coordinate major incident resolution.
- Provide technical support for Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint, Windows operating systems, and Active Directory.
- Manage user lifecycle activities including account provisioning, password resets, group policy administration, and access management.




- Analyze incident trends and implement preventive measures to reduce recurring issues.
- Generate operational reports on SLA compliance, ticket volumes, technician productivity, first-call resolution, and customer satisfaction.
- Conduct team coaching, knowledge-sharing sessions, and performance reviews.
- Maintain IT documentation, knowledge base articles, SOPs, and troubleshooting guides.
- Ensure adherence to ITIL best practices for Incident, Problem, Change, and Request Management.
- Support enterprise security initiatives, endpoint management, and compliance requirements.
- Participate in disaster recovery planning, business continuity activities, and system maintenance windows.
- Collaborate with business stakeholders to improve IT service delivery and user experience.

Technical Skills
- Microsoft 365 Administration
- Active Directory & Azure Active Directory
- Windows Server & Windows Desktop Su

📌 Service Delivery Executive (Ahmedabad)
🏢 SOLUTIONS ENTERPRISES
📍 Ahmedabad