Job Summary

We are seeking an experienced Service Desk Lead with around 6 years of experience in IT Service Desk and end-user support operations, including experience leading teams in a global service environment. The ideal candidate will be responsible for managing day-to-day Service Desk operations, driving SLA performance, handling escalations, mentoring team members, and ensuring a high-quality end-user experience. The role requires strong technical knowledge, people-management capabilities, and experience working with global customers and cross-functional IT teams. The candidate should be comfortable managing operational performance, major incidents, customer escalations, shift activities, and continuous service improvement initiatives.

Key Responsibilities

Lead and manage daily Service Desk operations, including workload allocation, queue monitoring, shift handovers, and incident/service-request management. Monitor and drive performance against SLAs, KPIs, response and resolution targets, while identifying areas for service improvement. Manage customer escalations, high-priority incidents, and major incidents, coordinating with Infrastructure, Network, Security, Application, and other resolver groups. Coach and mentor Service Desk analysts, provide technical guidance, conduct knowledge-sharing sessions, and support overall team capability development. Maintain and improve SOPs,



knowledge articles, troubleshooting documentation, and escalation procedures while ensuring adherence to ITIL processes. Work with global customers and stakeholders on operational reviews, recurring issues, service quality, backlog reduction, and continuous improvement initiatives.

Skill Requirements

Strong knowledge of IT Service Desk operations, Incident Management, Service Request Management, Problem Management, Change Management, and Major Incident Management. Valuable technical knowledge of Windows 10/11, Microsoft 365, Active Directory, Microsoft Entra ID, VPN, remote-support tools, desktop applications, and basic network troubleshooting. Experience working with ITSM platforms such as ServiceNow and managing ticket queues, SLAs, escalations, and operational reporting. Robust team leadership, mentoring, workload management, analytical, troubleshooting, and decision-making skills. Excellent written and verbal communication skills, with the ability to interact effectively with global customers, business users, technical teams, and management. Good understanding of ITIL practices, service metrics, KPI/SLA reporting, root-cause analysis, knowledge management, and continuous service improvement.

Must Have Skill

English,Microsoft Windows,French

Good to Have Skill

Other Requirements

NA

📌 Senior Administrator - English, French, Microsoft Windows (India)
🏢 HCLTech
📍 India