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.
Robust 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.
Positive 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