Role Overview

We are seeking a proactive, analytical, and highly skilled Service Desk Lead Engineer with 3 to 5 years of experience to guide our IT support operations. In this role, you will be much more than a ticket router. You will take active ownership of the service desk queue, drive critical operational metrics, act as a technical escalation point, and translate support data into actionable insights for management.

The ideal candidate will possess deep experience in modern ITSM toolswith a strong preference for the ManageEngine suite (ServiceDesk Plus)—and demonstrate excellent analytical capabilities using MS Excel and MS PowerPoint to support operational reporting and stakeholder reviews.

Key Responsibilities

1. Incident & Request Management

- Lead the daily operations of the Service Desk queue, ensuring timely triaging, assignment, and escalation of incidents and service requests.
- Move beyond basic ticket routing by actively troubleshooting complex issues and fostering a culture of technical ownership.
- Act as the primary escalation point for unresolved Level 1 and Level 2 support issues.

2. Service Level & Metrics Ownership

- Monitor, track, and report on key Service Desk Performance Indicators (KPIs) to drive continuous service improvement.
- Take direct accountability for meeting and exceeding:
- First Contact Resolution (FCR) targets through technical guidance and knowledge base management.
- Mean Time to Resolution (MTTR) reductions by optimizing troubleshooting workflows.
- Response and Resolution Service Level Agreements (SLAs) across different priority levels.
- Identify recurring incidents and work closely with problem management teams to address root causes.

3. Reporting, Analytics & Presentations

- Leverage MS Excel (including pivot tables, advanced formulas, VLOOKUPs, and data visualization) to analyze ticket trends, volume spikes, and engineer performance.




- Design and prepare polished, executive-ready presentations using MS PowerPoint to support Monthly/Quarterly Business Reviews (QBRs) and operational reporting for leadership.
- Build and maintain intuitive reporting dashboards within the ITSM platform to give real-time visibility into support health.

Required Skills & Qualifications Technical & Tooling Skills:

- ITSM Platforms: Hands-on experience working with enterprise ITSM suites. Solid, hands-on familiarity with ManageEngine (ServiceDesk Plus / OpManager) is highly preferred.
- Analytical Tools: Advanced proficiency in MS Excel (data cleaning, formulas, pivot tables, charts) for deep-dive performance reporting.
- Presentation Tools: Strong command of MS PowerPoint to build clean, professional, and impact-driven slides for leadership.
- Technical Breadth: Good understanding of Windows/Active Directory, Office 365, basic networking (TCP/IP, DNS), and hardware troubleshooting.
- ITIL Framework: Solid understanding of ITIL processes (Incident, Request, Problem, and Change Management). ITIL v3 or v4 Foundation certification is a strong plus.

Process & Metric Driven Skills:

- Proven track record of managing and improving FCR, MTTR, and keeping breach rates minimal for Response and Resolution SLAs.
- Experience with shift handovers, escalation matrices, and queue management.

Soft Skills & Leadership:

- Excellent written and verbal communication skills, with the ability to translate technical metrics into business impact.
- Outstanding problem-solving skills and a calm demeanour under high-pressure scenarios.

Education & Experience

- Experience: 3 to 5 years of experience in an active Service Desk or IT Help Desk environment, with at least 1 year in a senior, senior-resource, or shift-lead capacity.
- Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent practical experience).

📌 Service Desk Engineer (Mumbai)
🏢 ITC Infotech
📍 Mumbai