Leads L2/L3 enterprise service desk operations from Mumbai with mandatory US business-hours shift coverage — managing escalations, Sev-1/Major Incidents, SLA and queue quality, and coaching senior engineers. Core stack: Windows 10/11, Microsoft 365, Intune, Active Directory/Entra ID, Citrix/VDI, VPN, SSO/MFA and ITSM platforms like ServiceNow.
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