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Surgical Care Affiliates (SCA)
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Hiring For L2 Desktop Support- Team Lead || SCA Health India

Hiring For L2 Desktop Support- Team Lead || SCA Health India

Surgical Care Affiliates (SCA)

3 - 8 years

|

5 - 8 Lacs

Posted:1 day ago| Platform:

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Skills Required

remote support l2 technical support team leading service now ticketing desktop support vip support end user support troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Lead and mentor a team of L2 desktop support engineers, providing guidance, training, and performance feedback.

Manage daily operations, ensuring SLAs, KPIs, and customer expectations are consistently met.
Organize and allocate workload, ensuring proper prioritization of incidents and service requests.
Act as an escalation point for complex technical issues unresolved at L1.
Troubleshoot and resolve issues related to desktops, laptops, operating systems, applications, printers, and end-user devices.
Ensure proper documentation of issues, solutions, and knowledge base articles.
Drive adherence to ITIL processes (Incident, Problem, Change Management).
Monitor and report on team performance, ticket backlog, and root cause analysis for recurring issues.
Ensure knowledge sharing and standard operating procedures

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