Service Desk Lead (US Shift)
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Summary
Leads L2/L3 enterprise service desk operations on a mandatory US business-hours shift from Pune/Mumbai — owning queue and SLA management, Sev-1/Major Incident coordination, and L3 escalations across Windows, Microsoft 365, Intune, Citrix/VDI and identity tooling, while coaching senior service desk engineers.
Shift: Mandatory US business-hours coverage
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 andescalations.
- 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.
Preferred candidate profile
- 6+ 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, RingCentral, Zoom, VMware, RMM and enterprise backup/replication exposure.