Key Responsibilities -

- Lead, mentor, and manage a team of Global Service Desk Engineers.
- Oversee L1/L2 IT support operations and ensure timely incident resolution.
- Manage escalations, SLA compliance, ticket queues, and service quality.
- Provide support for Windows, Microsoft 365, Active Directory, VPN, email, and basic network troubleshooting.
- Monitor KPIs, CSAT, productivity, ticket backlog, and first-call resolution.
- Coordinate with infrastructure, network, security, and application support teams.
- Develop knowledge-base articles, standard operating procedures, and process improvements.
- Prepare operational reports and conduct regular team performance reviews.
- Ensure excellent customer service for global stakeholders.

Required Skills & Qualifications -

- Minimum 5 years of experience in IT Service Desk / Technical Support.




- Experience in team handling, shift management, and escalation management.
- Strong knowledge of ITIL processes, incident management, and service request management.
- Hands-on experience with ticketing tools such as ServiceNow, Jira Service Management, or similar platforms.
- Good understanding of Windows OS, Microsoft 365, Active Directory, VPN, and remote support tools.
- Excellent communication, problem-solving, leadership, and customer-handling skills.
- Willingness to work 5.5 days a week and support global operations as required.

Pay: ₹30,000.00 - ₹55,000.00 per month

Advantages:

- Health insurance
- Provident Fund

Work Location: In person

📌 Group Lead - Service Desk Engineer (Noida)
🏢 Progressive Infotech
📍 Noida