Responsible for leading the IT Service Desk team to deliver high-quality technical support and ensure compliance with service level agreements (SLAs). Oversees daily IT operations, incident management, problem management, team performance, and customer satisfaction while supporting enterprise technologies including Microsoft 365, Active Directory, Windows environments, networking, and cloud services.
Key Responsibilities
- Lead and manage the Service Desk team to ensure efficient handling of incidents, service requests, and escalations.
- Monitor daily ticket queues and ensure compliance with SLAs and KPIs.
- Assign, prioritize, and track support tickets based on business impact and urgency.
- Act as the primary escalation point for critical incidents and coordinate major incident resolution.
- Provide technical support for Microsoft 365, Exchange Online, Teams, OneDrive, SharePoint, Windows operating systems, and Active Directory.
- Manage user lifecycle activities including account provisioning, password resets, group policy administration, and access management.
- Coordinate with infrastructure, networking, cybersecurity, and application teams to resolve complex technical issues.
- Analyze incident trends and implement preventive measures to reduce recurring issues.
- Generate operational reports on SLA compliance, ticket volumes, technician productivity, first-call resolution, and customer satisfaction.
- Conduct team coaching, knowledge-sharing sessions, and performance reviews.
- Maintain IT documentation, knowledge base articles, SOPs, and troubleshooting guides.
- Ensure adherence to ITIL best practices for Incident, Problem, Change, and Request Management.
- Support enterprise security initiatives, endpoint management, and compliance requirements.
- Participate in disaster recovery planning, business continuity activities, and system maintenance windows.
- Collaborate with business stakeholders to improve IT service delivery and user experience.
Technical Skills
- Microsoft 365 Administration
- Active Directory & Azure Active Directory
- Windows Server & Windows Desktop Support
- Exchange Online
- Microsoft Teams
- SharePoint Online
- DNS, DHCP, TCP/IP, VPN
- ITSM Tools (ServiceNow, Jira Service Management, ManageEngine, Zendesk, or similar)
- Remote Support Tools
- ITIL Framework
- Identity & Access Management
- Endpoint Management
- Basic Networking & Troubleshooting
- Cloud Technologies (Microsoft Azure)
- Cybersecurity Best Practices
Key Performance Indicators (KPIs)
- SLA Compliance
- First Response Time
- First Call Resolution (FCR)
- Mean Time to Resolve (MTTR)
- Ticket Backlog
- Customer Satisfaction (CSAT)
- Technician Productivity
- Escalation Rate
- Incident Reopen Rate
- Knowledge Base Utilization
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of IT support experience with team leadership responsibilities.
- Strong understanding of Microsoft technologies, enterprise support, and IT service management.
- Excellent troubleshooting, communication, leadership, and stakeholder management skills.
- ITIL Foundation certification is preferred. Microsoft certifications are an added advantage.
You have agreed to execute TWO years’ Service continuation commitment Bond (Agreement) as per the terms and conditions contained there in on your own volition.
Pay: ₹500,000.00 - ₹600,000.00 per year
Work Location: In person
