Gautam Buddha Nagar, Uttar Pradesh
Job Summary
The Team Lead is responsible for end to end operational management of multiple EUC support towers such as Service Desk (L1/L2), Remote Desktop Services (RDS), PC Security, Dispatch / Field Support, and associated workplace services.
The role ensures SLA adherence, service quality, team performance, stakeholder communication, and continuous improvement across supported regions.
Key Responsibilities
Service Operations & Delivery
- Lead day to day operations for Service Desk, RDS, PC Security, and Dispatch support ensuring services are delivered within agreed SLAs and XLAs.
- Monitor ticket queues, backlog, aging, and priorities across towers using ServiceNow or equivalent ITSM tools.
- Act as primary escalation point for operational, technical, and business escalations within the supported scope.
- Ensure proper incident, service request, problem, and change management practices are followed.
Team & People Management
- Manage and guide L1/L2 Service Desk agents, RDS engineers, PC Security resources, and dispatch coordinators.
- Conduct shift planning, workload balancing, and resource allocation across regions and time zones.
- Perform regular quality audits, coaching, and performance feedback to drive operational excellence.
- Identify skill gaps and coordinate training, upskilling, and knowledge improvement initiatives.
Technical Oversight
- Provide functional oversight for:
o End-user devices (desktops, laptops, peripherals)
o RDS / virtual desktop environments
o PC security controls (endpoint protection, access policies, compliance)
o Dispatch and field service coordination
- Support root cause analysis for recurring issues and drive preventive actions.
Stakeholder & Governance Management
- Interface with business stakeholders, regional IT, and service management teams for operational reviews.
- Prepare and present weekly and monthly service reports, KPIs, and improvement plans.
- Participate in service reviews, audits, and readiness discussions for new technologies or transitions.
Process & Continuous Improvement
- Ensure adherence to ITIL-aligned processes and internal governance standards.
- Drive improvements in knowledge management, automation, self service, and user experience.
User Support & Communication
Provide remote support via phone, email, chat, and ITSM portal
Communicate clearly and professionally with end users in English (verbal and written)
Skill Requirements
Required Skills & Experience
Technical Skills
- Strong understanding of Service Desk operations, RDS environments, and endpoint management.
- Working knowledge of PC security / endpoint protection concepts.
- Experience with ServiceNow (ticketing, reporting, dashboards).
- Basic knowledge of Active Directory, Windows OS, networking fundamentals.
Leadership & Soft Skills
- Proven experience leading multi tower support teams in an enterprise environment.
- Strong communication and stakeholder management skills (including VIP/user-facing scenarios).
- Ability to handle escalations calmly and drive resolution under pressure.
- Data driven mindset with strong reporting and analytical skills (Excel, PowerPoint).
Experience & Qualifications
- 6–10+ years in EUC / Service Desk environments, with 2–4+ years in a Team Lead or Shift Lead role.
- ITIL Foundation (preferred).
- Experience in global or multilingual support environments is an advantage.
Other Requirements
Other Requirement : French
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