We are Hiring Technical Lead – Service Desk for Chennai location Join us and become a part of a transformative Team ?

Education:
Bachelor's degree in Computer Science, IT, Engineering or a related field. ?

Experience:
6–10 years of IT service desk or end-user support experience, with at least 2 years as a technical member who wants to elevate to Technical Lead. ?

Location:
Chennai (Work from Office) ? Employment Type: Full time ? Workdays: 5 working days " Candidates who are willing to consider relocation to Chennai are encouraged to apply. Immediate joiners and candidates serving a short notice period are highly preferred." Role overview We are an IT Services & Consulting provider looking for a Technical Lead to run our multi-client service desk from our Chennai office during UK business hours. You will lead a team of L1/L2 analysts supporting several clients at once, each with its own contract, SLAs, ITSM workflows and escalation paths. The role blends hands-on technical troubleshooting with people leadership, contract-driven SLA delivery, ITIL process ownership and client-facing service reviews. You will help onboard new clients to the desk and grow our footprint within existing accounts. Technical

Skills:
• Handson Technical expertise in managing and supporting M365, Defender, Purview, Entra ID, Email & Domain Security, Cloud Infrastructure
• End Point & Device Mgmt., : Intune, Autopilot, patching, Defender for Endpoint
• M365: Exchange, SharePoint B2B, Teams, Purview DLP
• ITSM: ITIL 4, ITSM tooling, SLA/CMDB, knowledge base Key roles and responsibilities Team leadership and people management
• Lead, mentor and motivate a team of L1/L2 analysts working across shared (multi-client) and dedicated client pods.
• Plan shift rosters, leave cover and skill mix so every client is covered by trained analysts through UK business hours.
• Cross-train analysts on multiple client environments to reduce single points of failure.
• Conduct daily huddles, one-to-ones, monthly performance reviews and annual appraisals.
• Run onboarding and client-specific training, and handle attendance, conduct and performance issues in line with HR policy. Service desk operations
• Oversee the full ticket lifecycle for all clients across phone, email, chat and self-service portal channels.
• Monitor queues across multiple ITSM instances or client tenants in real time and prioritize work by each client's contract and SLA.
• Act as the escalation point for complex, high-priority, or client VIP issues.
• Ensure accurate ticket categorization, client tagging and closure notes, so billing and reporting are correct. Multi-client delivery and onboarding
• Deliver each client's service in line with its contract, statement of work (SoW), SLAs and operating level agreements (OLAs).
• Maintain client runbooks, contact matrices, escalation paths and approved-change lists for every account.
• Lead the service desk side of new client onboarding and transition: knowledge transfer, SOP creation, tool setup, shadow and reverse-shadow phases, and go-live hypercare.




• Support client offboarding and handovers cleanly and securely.
• Track ticket volumes and effort per client to support capacity planning, resource billing and contract renewals.
• Flag out-of-scope requests and support change requests or upsell opportunities with the account team. ITIL process management
• Own Incident, Service Request and Problem Management processes at the desk level, adapting to each client's ITIL maturity and workflows.
• Coordinate Major Incident response with internal resolver groups and client IT teams, and send timely, client-specific communications.
• Raise problem records for recurring issues and share trends across clients to prevent repeat incidents.
• Follow both our own and each client's Change Management procedures (including client CAB approvals).
• Maintain separate, client-specific knowledge bases and SOPs, plus a shared library of common fixes. SLA, reporting and quality
• Track KPIs per client and across the desk: SLA compliance, first contact resolution, average handle time, backlog and CSAT.
• Prepare daily, weekly, and monthly client-specific performance reports, plus a consolidated view for internal management.
• Avoid and manage SLA breaches that carry contractual service credits or penalties.
• Carry out regular ticket quality audits and call/chat reviews and give feedback to analysts.
• Lead monthly or quarterly service review meetings (MSRs/QBRs) with each client and agree service improvement plans. Stakeholder and vendor management
• Act as the day-to-day service contact for multiple client IT managers and business users during the UK shift.
• Work closely with the Managers on client health, escalations, and renewals.
• Liaise with internal resolver groups (network, infrastructure, cloud, applications, security) and third-party vendors on behalf of clients.
• Manage client escalations and complaints professionally, through to resolution and root cause.
• Provide a clear shift handover to the next support team at the end of each shift. Continuous improvement
• Identify automation, self-service and shift-left opportunities that can be reused across clients.
• Enforce strict client data segregation, access controls and confidentiality between accounts.
• Ensure the team follows information security, UK GDPR, ISO 27001 and each client's compliance requirements. Skills and qualifications Essential
• Bachelor’s degree in computer science, IT, Engineering, or a related field.
• 6–10 years of IT service desk or end-user support experience, with at least 2 years as a technical member who wants to elevate to Technical Lead.
• Experience at an MSP or IT services company, supporting multiple UK or European clients at the same time.




• Proven ability to deliver against contractual SLAs, OLAs and service credits across different accounts.
• Strong working knowledge of ITIL processes: Incident, Request, Problem and Change Management.
• Hands-on experience supporting ITSM and RMM/PSA tool configuration and improvements (MSP Central, ManageEngine products) including multi-tenant setups.
• Solid technical skills in Windows 10/11, macOS, Microsoft 365, Azure Active Directory/Entra ID, Intune, basic networking and remote support/RMM tools, Endpoint Mgmt.
• Experience of client onboarding or service transition is a strong advantage.
• Excellent spoken and written English, with client IT managers confidence presenting to and senior stakeholders.
• Willingness to work the UK shift (12:30 PM – 9:30 PM IST) from the Chennai office, Monday to Friday. Mandatory hands-on tool experience
• ManageEngine MSP Central: Day-to-day use of its RMM, PSA and ITSM features across multiple client accounts, including ticket queues, SLA rules, patch policies, remote access, automation scripts, asset discovery and client reporting.
• Zero Trust platform: Configuring and supporting Zero Trust access controls such as Microsoft Entra Conditional Access, MFA, device compliance policies, just-in-time privileged access and ZTNA (VPN-less) access to client applications.
• Microsoft 365: Administration across multiple client tenants: M365 admin centre, Entra ID, Exchange Online, Teams, SharePoint/OneDrive, Intune (including Autopilot) and Defender. Experience with Microsoft 365 Lighthouse and GDAP is an advantage.
• ThreatLocker endpoint management: Application allowlisting, Ringfencing, Elevation Control and Storage Control; running learning mode and policy rollout for new clients; and handling approval requests within SLA.
• ITIL processes: Running Incident, Service Request, Problem, Change and Major Incident Management in a multi-client service desk, including priority matrices, root cause analysis and CAB participation.
• ITAM (IT Asset Management): Maintaining hardware and software asset registers, tracking and reconciling licences (including M365), managing the asset lifecycle from deployment to secure disposal, and keeping the CMDB accurate. Preferred certifications
• ITIL 4 Foundation (required or obtained within 6 months of joining)
• Microsoft 365 Certified: Modern Desktop Administrator / Endpoint Administrator Associate
• eBehavioral competencies
• Customer-first mindset, with a calm approach under pressure.
• Ability to switch context quickly between clients with different priorities.
• Commercial awareness: understands scope, contracts and how service quality drives renewals.
• Coaching style of leadership that builds team capability.
• Clear, structured communication and reporting.

What we offer
as IT Startup Organization
• Competitive salary + Health insurance for employee.
• Fixed weekends off (Saturday and Sunday).
• Transparent career path to Service Delivery Manager roles, with exposure to a wide range of client environments and technologies.

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