Group Lead - Service Desk Engineer

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

Benefits:

• Health insurance
• Provident Fund

Work Location: In person