Service Desk Engineer

Service Desk Lead

Location: Mumbai

Role

Lead L2/L3 Service Desk operations, manage escalations and Major Incidents, and ensure SLA, queue, quality and customer-experience targets are met.

Key responsibilities

• Lead queue management, workload allocation, shift handovers, SLA/aging control and escalations.

• Act as L3 escalation for Windows, Microsoft 365, Outlook/Exchange, Teams, SharePoint, OneDrive, Intune, Citrix/VDI, VPN, SSO, endpoint and mobile issues.

• Coordinate Sev-1/Major Incidents: incident bridge, resolver mobilisation, stakeholder communication, restoration and PIR.

• Own escalated tickets through closure across application, infrastructure, network, identity and vendor teams.

• Drive ticket QA, knowledge articles, recurring-issue analysis, SLA/KPI reporting and service improvement.

• Coach and provide technical oversight to a team of Senior Service Desk Engineers.

• Coordinate backup/replication alerts, restore requests and monitoring-generated incidents with relevant resolver teams.

Required skills

• 8+ years in Enterprise Service Desk, EUC or Desktop Support; 2+ years as a Lead/L3 Escalation Engineer.

• Freshservice, ServiceNow, Jira Service Management or comparable ITSM platform.

• ITIL Incident, Major Incident, Request, Problem, Change and SLA management.

• Windows 10/11, Microsoft 365, Intune, Active Directory/Entra ID, Citrix/VDI, VPN, RDP, SSO and MFA.

• Strong written/verbal client communication and Major Incident coordination experience.

Preferred: ITIL certification; Okta, Zscaler/ZIA, Mimecast