Technical Lead
On-site · Gurugram, Haryana, India
Job Summary
Lead and manage the Service Desk for the account, driving KPIs (Time to Respond/Resolve, Productivity, SLA adherence) and supervising a team of 5–6 engineers. Serve as primary technical contact via phone, email, and chat; perform remote troubleshooting; guide users through diagnostic steps; escalate and track unresolved issues; maintain incident logs; provide status updates to end users and stakeholders. Drive documentation, process optimization, automation initiatives, and productivity improvements; coordinate cross-functionally across IT Infrastructure, Applications, and Operations; support 24x7 Service Desk operations. Technical focus areas include IT Infrastructure Support, Service Desk Operations, First-Level Applications Support, IT Operations Management, desktop/laptop and VDI troubleshooting, networking, Active Directory, OS patching, MDM, servers, storage, virtualization, and firewalls. Nice-to-have skills include strong leadership, communication, analytical/problem-solving abilities, adaptability to new technologies, and stakeholder management.
Required Qualifications
- Graduation or equivalent degree
- ITIL Certification is mandatory
- Minimum 6+ years of experience in IT Service Desk / Support environment
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