IT Service Desk Team Leader

Role Summary (Team Leader for US Shift)

We are looking for an experienced and highly capable IT Service Desk Team Lead with 7–10 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 Responsibilities

Team Leadership & Operations Management

• Lead and oversee daily operations of the IT Service Desk Team, ensuring timely and efficient support delivery.
• Manage staffing, scheduling, performance monitoring, mentoring, and skill development of team members.
• Conduct regular team meetings, coaching sessions, and performance evaluations.
• Ensure adherence to SLAs, KPIs, and quality standards for incident and request resolution.

Incident, Request & Escalation Management

• Act as the primary point of escalation for complex technical issues and high-priority incidents.
• Coordinate with L2/L3 teams, infrastructure teams, and vendors to ensure timely resolutions.
• Drive root cause analysis (RCA) for recurring issues and implement preventive measures.
• Ensure accurate ticket handling, documentation, and timely closure according to ITIL standards.

Technical Expertise

• Provide advanced troubleshooting support for:
• Windows OS, macOS (optional), and O365 applications
• Network connectivity (LAN, WLAN, VPN)
• Desktop/laptop imaging, device configuration, and MDM platforms
• Active Directory / Azure AD account and access issues
• Utilize knowledge of VMware technologies to:
• Support escalations related to VDI, virtual machines, and backend infrastructure dependencies
• Coordinate with VMware/VDI teams on performance issues, VM deployments, and resource management
• Understand environment health, capacity, and service impacts

Service Delivery & Continuous Improvement

• Oversee Service Desk processes to ensure efficiency, accuracy, and compliance with ITIL practices.
• Identify improvement opportunities in workflows, automation, and service quality.
• Implement best practices for change, incident, and problem management.
• Track and report on team performance, incident trends, and operational metrics.

Stakeholder & User Communication

• Maintain strong communication with business users, IT leadership, and cross-functional teams.
• Provide regular updates on major incidents, planned outages, and IT service improvements.
• Manage user expectations through clear, timely, and professional communication.

Documentation & Knowledge Management

• Ensure the creation and maintenance of SOPs, knowledge base articles, troubleshooting guides, and service documentation.
• Promote knowledge sharing across the team to drive consistency and efficiency.

Required Skills & Experience

• 7–10 years of experience in IT Service Desk / Technical Support roles, with at least 2–3 years in a leadership or supervisory capacity.
• Strong technical expertise in:
• Windows OS, O365, hardware support, and enterprise applications
• Active Directory / Azure AD, MFA, identity-related troubleshooting
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Working knowledge of VMware technologies, such as:
• VMware vSphere, ESXi, and vCenter
• VDI concepts (VMware Horizon preferred)
• Virtual machine provisioning, snapshots, and host connectivity basics
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, or Freshservice.
• Solid understanding of ITIL processes (Incident, Problem, Change).
• Strong analytical, troubleshooting, and decision-making skills.

Preferred Qualifications

• ITIL Foundation Certification (highly preferred)
• VMware certifications (VCTA, VCP) are a plus
• CompTIA A+ / Network+ / Security+ (optional)
• Experience in cloud-based environment (Azure, O365 administration)

Location: Vasanthnagar, Bangalore

Shift: US Shift

Working Days: 6 Days, Alternate Saturday off

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹1,000,000.00 per year

Work Location: In person