Qureos Mentor

Vintage Solution

Role Summary (Team Leader for US Shift)We are looking for an experienced and highly capable IT Service Desk Team Lead with 7&ndash;10 years of hands-on experience in IT support operations, incident management, and service delivery. The ideal candidate will lead a team of Service Desk engineers, manage day-to-day support activities, ensure high service quality, and act as an escalation point for complex issues. A solid understanding of VMware technologies (vSphere, ESXi, Horizon, virtual machine management) is required to support backend coordination with infrastructure teams and ensure smooth IT operations.Key ResponsibilitiesTeam Leadership &amp; Operations Management<ul><li>Lead and oversee daily operations of the IT Service Desk Team, ensuring timely and efficient support delivery.</li><li>Manage staffing, scheduling, performance monitoring, mentoring, and skill development of team members.</li><li>Conduct regular team meetings, coaching sessions, and performance evaluations.</li><li>Ensure adherence to SLAs, KPIs, and quality standards for incident and request resolution.</li></ul>Incident, Request &amp; Escalation Management<ul><li>Act as the primary point of escalation for complex technical issues and high-priority incidents.</li><li>Coordinate with L2/L3 teams, infrastructure teams, and vendors to ensure timely resolutions.</li><li>Drive root cause analysis (RCA) for recurring issues and implement preventive measures.</li><li>Ensure accurate ticket handling, documentation, and timely closure according to ITIL standards.</li></ul>Technical Expertise<ul><li>Provide advanced troubleshooting support for:</li><li>Windows OS, macOS (optional), and O365 applications</li><li>Network connectivity (LAN, WLAN, VPN)</li><li>Desktop/laptop imaging, device configuration, and MDM platforms</li><li>Active Directory / Azure AD account and access issues</li><li>Utilize knowledge of VMware technologies to:</li><li>Support escalations related to VDI, virtual machines, and backend infrastructure dependencies</li><li>Coordinate with VMware/VDI teams on performance issues, VM deployments, and resource management</li><li>Understand environment health, capacity, and service impacts</li></ul>Service Delivery &amp; Continuous Improvement<ul><li>Oversee Service Desk processes to ensure efficiency, accuracy, and compliance with ITIL practices.</li><li>Identify improvement opportunities in workflows, automation, and service quality.</li><li>Implement best practices for change, incident, and problem management.</li><li>Track and report on team performance, incident trends, and operational metrics.</li></ul>Stakeholder &amp; User Communication<ul><li>Maintain strong communication with business users, IT leadership, and cross-functional teams.</li><li>Provide regular updates on major incidents, planned outages, and IT service improvements.</li><li>Manage user expectations through clear, timely, and professional communication.</li></ul>Documentation &amp; Knowledge Management<ul><li>Ensure the creation and maintenance of SOPs, knowledge base articles, troubleshooting guides, and service documentation.</li><li>Promote knowledge sharing across the team to drive consistency and efficiency.</li></ul>Required Skills &amp; Experience<ul><li>7&ndash;10 years of experience in IT Service Desk / Technical Support roles, with at least 2&ndash;3 years in a leadership or supervisory capacity.</li><li>Strong technical expertise in:</li><li>Windows OS, O365, hardware support, and enterprise applications</li><li>Active Directory / Azure AD, MFA, identity-related troubleshooting</li><li>Networking fundamentals (TCP/IP, DNS, DHCP, VPN)</li><li>Working knowledge of VMware technologies, such as:</li><li>VMware vSphere, ESXi, and vCenter</li><li>VDI concepts (VMware Horizon preferred)</li><li>Virtual machine provisioning, snapshots, and host connectivity basics</li><li>Hands-on experience with ITSM tools such as ServiceNow, Remedy, or Freshservice.</li><li>Solid understanding of ITIL processes (Incident, Problem, Change).</li><li>Strong analytical, troubleshooting, and decision-making skills.</li></ul>Preferred Qualifications<ul><li>ITIL Foundation Certification (highly preferred)</li><li>VMware certifications (VCTA, VCP) are a plus</li><li>CompTIA A+ / Network+ / Security+ (optional)</li><li>Experience in cloud-based environment (Azure, O365 administration)</li></ul>Location: Vasanthnagar, BangaloreShift: US ShiftWorking Days: 6 Days, Alternate Saturday offJob Types: Full-time, PermanentPay: &#8377;600,000.00 - &#8377;1,000,000.00 per yearWork Location: In person

IT Service Desk Team Leader

Key ResponsibilitiesIncident &amp; Request Management<ul><li>Serve as a primary point of contact for IT-related issues via phone, email, portal, and chat.</li><li>Log, prioritize, and manage incidents and service requests using ITSM tools (ServiceNow, Jira, Remedy, Freshservice, etc.).</li><li>Provide L1.5 to L2 level support, resolving moderately complex issues related to:</li><li>Windows OS, macOS (optional), and MS Office/O365</li><li>Outlook, Exchange, Teams, OneDrive, SharePoint</li><li>Network connectivity (LAN/WLAN/VPN)</li><li>Printers, hardware components, and peripherals</li><li>Mobile device management (MDM tools&mdash;Intune, WorkspaceONE, etc.)</li></ul>Advanced Troubleshooting<ul><li>Troubleshoot system, network, and application issues requiring deeper investigation.</li><li>Perform root cause analysis and implement preventive measures for recurring incidents.</li><li>Escalate complex issues to specialized L2/L3 teams when required, ensuring proper documentation.</li></ul>User &amp; Access Management<ul><li>Perform user onboarding/offboarding tasks including account creation, permissions, and access provisioning.</li><li>Manage Active Directory / Azure AD tasks (password resets, group membership, policy application).</li><li>Assist with MFA, SSO, and identity-related troubleshooting.</li></ul>Device Management &amp; Support<ul><li>Configure, deploy, and support desktops, laptops, and mobile devices.</li><li>Manage OS and application installations, updates, and patching.</li><li>Support hardware upgrades, replacements, and asset lifecycle management.</li></ul>IT Operations &amp; Maintenance<ul><li>Support regular IT health checks, patch cycles, and scheduled maintenance activities.</li><li>Assist with compliance tasks such as license tracking, audit preparation, and asset inventory updates.</li><li>Monitor system performance and escalate issues proactively.</li></ul>Documentation &amp; Knowledge Management<ul><li>Create, update, and maintain knowledge base articles, SOPs, and troubleshooting guides.</li><li>Ensure accurate documentation for incidents, resolutions, and configuration changes.</li></ul>Customer Service &amp; Communication<ul><li>Provide excellent customer service with a focus on professionalism, empathy, and clarity.</li><li>Communicate technical solutions in simple terms tailored to end-user needs.</li><li>Ensure timely follow-up and closure of incidents and requests.</li></ul>Required Skills &amp; Experience<ul><li>2&ndash;5 years of experience in IT Service Desk, Helpdesk, or Technical Support roles.</li><li>Strong knowledge of Windows OS, Microsoft Office/O365, and common business applications.</li><li>Experience with Active Directory, Azure AD, and basic group policy troubleshooting.</li><li>Familiarity with networking basics (IP, DNS, DHCP, VPN).</li><li>Hands-on experience with service desk/ITSM tools (ServiceNow preferred).</li><li>Experience with remote support tools and device management platforms (SCCM, Intune, JAMF, etc.).</li><li>Strong problem-solving and multitasking abilities.</li></ul>Preferred Qualifications<ul><li>ITIL Foundation Certification (highly preferred)</li><li>CompTIA A+, Network+, or equivalent certifications</li><li>Experience supporting macOS and Linux (optional)</li><li>Exposure to endpoint security solutions (AV, EDR tools)</li></ul>Location: Vasanthnagar, BangaloreShift: US ShiftWorking Days: 6 DaysJob Types: Full-time, PermanentPay: &#8377;500,000.00 - &#8377;1,000,000.00 per yearWork Location: In person

IT Service Desk Engineer

Join Vintage Solution and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Vintage Solution

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IT Service Desk Team Leader

IT Service Desk Engineer