A Helpdesk Support Engineer Lead manages daily IT operations, acts as the top-tier escalation point for complex technical issues, and mentors junior staff

Responsibilities
• Escalation & Incident Management: Handle Level 3 (L3) support tickets, direct major incident responses, and perform root-cause analysis to stop recurring bugs.

• Team Leadership & Mentoring: Coach L1 and L2 engineers, run training programs for current hires, and supervise floor operations.

• Infrastructure & Asset Administration: Oversee endpoint management (Windows/macOS via tools like Microsoft Intune or SCCM), Active Directory/Entra ID, and Microsoft 365 services.

• Process & Documentation: Write standard operating procedures (SOPs), maintain knowledge base (KB) articles, and track hardware inventory.

• Vendor & Cross-Functional Coordination: Collaborate with external vendors and internal engineering teams for deployments, upgrades, and patches.

Qualifications
Graduate

📌 Service Desk Lead (Gurugram)
🏢 Digitide Solutions
📍 Gurugram