Job Posting Title: DWS Site Lead
Location: Noida Sector 62
Shift and Schedule: 5 Days Office (Rotational)

Job Description 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 setting.

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 Manag

📌 DWS Site Lead (Noida)
🏢 Kyndryl
📍 Noida