Job Summary The Service Desk Lead is a senior-level technical role responsible for providing advanced technical support, resolving complex IT issues, and leading the service desk team to ensure exceptional service delivery. With 5-8 years of experience, the engineer will handle escalated incidents, drive process improvements, and oversee the day-to-day operations of the service desk. This role combines deep technical expertise in areas such as virtualization, networking, and enterprise applications with leadership responsibilities to mentor team members, manage SLAs, and align service desk operations with business objectives.

Role & responsibilities

- Provide L3 support for complex, escalated issues related to hardware, software, networking, and virtualization platforms (e.g., Citrix Virtual Apps and Desktops, VMware, Azure Virtual Desktop).
- Perform root cause analysis (RCA) for recurring or critical incidents, implementing permanent resolutions and preventive measures to minimize service disruptions.
- Oversee service desk operations, including managing L1 and L2 engineers, assigning tasks, and ensuring adherence to SLAs and KPIs.
- Diagnose and resolve advanced issues, including system performance bottlenecks, application failures, network connectivity problems, and authentication issues (SSO, MFA).
- Manage and optimize enterprise applications (e.g., Microsoft Office 365, Teams) within on-premises and virtualized environments, ensuring seamless user access.
- Oversee Active Directory (AD) configurations, group policies, user profile management (e.g., FSLogix, Citrix Profile Management), and advanced SSO/MFA implementations.
- Troubleshoot and optimize virtual desktop environments, including Citrix VDI, VMware Horizon, or Azure Virtual Desktop, ensuring high availability and performance.
- Implement and enforce security best practices, ensuring compliance with standards like GDPR, HIPAA, or PCI-DSS, and conducting regular audits.
- Coordinate backup and recovery processes,



ensuring data integrity and availability in collaboration with infrastructure teams.
- Use advanced monitoring tools (e.g., SolarWinds, Citrix Director, Splunk) to proactively identify and address system performance issues.
- Develop and implement service desk process improvements, including automation, knowledge base enhancements, and ticket reduction strategies.
- Apply IT Service Management (ITSM) principles to manage incidents, problems, and changes, ensuring alignment with ITIL frameworks and organizational governance policies.
- Liaise with vendors and third-party providers for hardware, software, or service-related escalations, ensuring timely resolution.
- Mentor L1 and L2 engineers, providing technical guidance, training, and knowledge transfer to enhance team capabilities.
- Generate reports on service desk performance, incident trends, and SLA compliance, presenting insights to management for strategic decision-making.
- Work closely with cross-functional teams (e.g., network, security, infrastructure) to resolve complex issues and implement IT projects.
- Lead or support change management processes, ensuring smooth implementation of system updates, patches, or upgrades.

Skills

- Technical Expertise:
- Advanced knowledge of Windows and macOS operating systems, Active Directory, Group Policy, and PowerShell scripting.
- Expertise in virtualization platforms like Citrix Virtual Apps and Desktops, VMware vSphere, or Azure Virtual Desktop.
- Proficiency in supporting enterprise applications, including Microsoft Office 365, Teams, and other business-critical tools.
- Solid understanding of network protocols (e.g.,



TCP/IP, DNS, DHCP), VPNs, firewalls, and load balancers.
- Expert-level problem-solving skills for diagnosing complex hardware, software, network, and virtualization issues.
- Advanced proficiency in ITSM platforms (e.g., ServiceNow, Jira, Remedy) for incident, problem, and change management.
- Security and Authentication: Deep knowledge of SSO, MFA, endpoint security, and cybersecurity frameworks to ensure secure IT operations.
- Experience with tools like SolarWinds, Splunk, Nagios, or Citrix Director for system monitoring and performance optimization.
- Proficiency in automation tools and scripting (e.g., PowerShell, Python) to streamline service desk processes.
- Strong leadership and team management skills to guide, motivate, and mentor service desk staff.
- Excellent verbal and written communication skills for interacting with stakeholders, documenting processes, and presenting reports.
- Ability to manage service desk projects, coordinate with cross-functional teams, and meet deadlines.
- Strong focus on delivering high-quality support and maintaining user satisfaction in a fast-paced environment.

Qualifications

- Bachelors degree in Computer Science, Information Technology, or a related field. Masters degree or relevant certifications preferred.
- 5-8 years of experience in IT support, with at least 3-4 years in L2 support role and 1-2 years in supervisory capacity within a service desk environment.

Certifications:

- Required: ITIL Foundation or ITIL 4 Managing Professional, Microsoft Certified: Modern Desktop Administrator Associate, or CompTIA Network+.
- Preferred: Citrix Certified Associate Virtualization (CCA-V), CompTIA Security+, ServiceNow Certified System Administrator, or VMware Certified Professional (VCP).
- Strong leadership, analytical thinking, and problem-solving abilities, with a proactive approach to process improvement and team development.

📌 Service Desk Lead (Hyderabad)
🏢 Movate Technologies
📍 Hyderabad