Job Posting Title: DWS Site Lead

Location: Noida Sector 62

Shift and Schedule: 5 Days Office (Rotational)

Summary:

Performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. May also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restorecertain accounts, for clients. Resolves problems and performs IMACs within Service Level Agreement objectives (SLA) and completes all related administrative duties.

Understands the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., to ensure that the proper team is aware of, and taking action on the problem.

Required Skills and Experience: Key Responsibilities:

Service Delivery & Operational Leadership

Lead day-to-day Deskside Support operations, ensuring timely incident resolution and service request fulfilment.

Drive achievement of key operational metrics, including SLA compliance, MTTR, ticket quality, ticket reopens, TCSAT scores, and security compliance targets.

Ensure adherence to ITSM processes, service standards, and operational governance requirements.

Maintain adequate shift coverage and resource allocation to support business requirements in a 24x7 workplace.

Service Quality & Continuous Improvement:

Ensure high standards of ticket hygiene, including accurate prioritization, categorization, status management, documentation, and resolution quality.

Analyze service trends and performance metrics to identify opportunities for improving productivity, reducing ticket volumes, lowering MTTR, and enhancing user experience.

Investigate negative customer feedback and implement corrective actions to improve customer satisfaction.

Drive continuous improvement initiatives focused on service excellence and operational efficiency.





Asset & Workplace Technology Management:

Oversee end-to-end asset lifecycle management, including asset requests, deliveries, inventory tracking, repairs, and disposal.

Ensure timely and accurate asset updates within ServiceNow and maintain audit-ready asset records.

Monitor asset stock levels and proactively escalate shortages to prevent operational impact.

Ensure asset stores are organized, controlled, and reconciled regularly.

Collaborate closely with asset management teams to ensure availability of configured devices supporting onboarding, business-as-usual operations, and refresh programs.

Team Leadership & Workforce Management:

Lead, coach, and develop Deskside Support engineers to deliver exceptional customer service and operational performance.

Monitor attendance, productivity, and overall team effectiveness.

Provide regular performance feedback and drive individual improvement plans where required.

Ensure seamless onboarding and offboarding of support resources at the site.

Stakeholder Management:

Serve as the primary operational contact for site-level service delivery matters.

Collaborate effectively with Service Delivery Managers, Asset Management teams, Hardware Support teams, and client stakeholders.

Proactively communicate operational risks, service issues, and improvement opportunities.

Key Success Measures:

SLA & MTTR Achievement

Customer Satisfaction (TCSAT) Performance

Ticket Quality and Process Compliance

Reduction in Ticket Reopens and Backlogs

Asset Inventory Accuracy and Compliance

Team Productivity and Resource Utilization

Continuous Improvement and User Experience Outcomes

Preferred Qualifications:

Experience leading Deskside Support, End User Computing, or Workplace Services teams in a 24x7 environment.

Strong understanding of ITSM/ITIL processes and ServiceNow.

Experience managing asset lifecycle and workplace technology operations.

Strong leadership, stakeholder management, analytical, and problem-solving skills.

📌 DWS Site Lead (Noida)
🏢 Kyndryl
📍 Noida