Service Desk Lead - Enterprise IT Operations & L3 Support

Location : Mumbai / Pune

Experience : 8 - 10 Years

Shift : Mandatory coverage during US business hours

About the Role :

We are looking for an experienced Service Desk Lead to oversee enterprise end-user technology support and manage complex technical escalations across a geographically distributed organization.

The role requires a strong combination of troubleshooting expertise, incident command, operational oversight, and team leadership to maintain dependable IT services for business users.

The successful candidate will take ownership of high-priority support cases, coordinate technical recovery efforts across specialist teams, and maintain visibility into service performance.

This individual will also strengthen support procedures, improve issue resolution consistency, and ensure that employee technology disruptions are handled with urgency and clear communication.

Key Responsibilities :

Enterprise Support Operations :

- Direct daily service desk activities, ensuring incoming support requests are categorized, prioritized, assigned, and progressed according to operational requirements.

- Monitor ticket backlogs, unresolved cases, response commitments, and resolution timelines to identify workload imbalances and prevent service delays.

- Allocate cases among senior support engineers based on technical complexity, urgency, and available capacity.

- Maintain effective shift transitions through structured handover notes, pending-action registers, and clear ownership of open incidents.

- Serve as the senior technical escalation point for persistent or complex end-user computing issues involving operating systems, collaboration tools, identity services, and remote connectivity.

- Oversee troubleshooting across Windows 10/11, Microsoft 365, Outlook/Exchange, Teams, SharePoint, OneDrive, Intune, Citrix/VDI, VPN, and remote desktop environments.

- Support investigations involving Active Directory, Microsoft Entra ID, single sign-on, multifactor authentication, corporate endpoints, and mobile device access.

- Coordinate with infrastructure, application, network, identity, and external vendor teams when resolution requires specialized technical intervention.

- Maintain case ownership until service is restored, the resolution is verified, and the user receives an appropriate closure update.

Major Incident Command & Recovery :

- Coordinate response activities for critical service disruptions, including severity assessment, escalation activation, and mobilization of technical resolver groups.

- Facilitate incident bridges to establish a shared understanding of business impact, investigation progress, recovery options, and next actions.

- Maintain a clear communication cadence for affected users, IT leadership, and business stakeholders throughout major incidents.

- Track restoration milestones, dependencies, technical decisions, and outstanding risks until normal service operation is confirmed.

- Organize post-incident reviews to establish root causes, document contributing factors, and assign corrective and preventive actions.

- Monitor repeat incidents and recurring technical failures to determine whether permanent remediation or infrastructure-level intervention is required.

- Ensure incident records contain sufficient technical evidence, timelines, impact assessments, and resolution details for future investigation.

Service Performance & ITSM Governance :

- Administer service desk workflows through platforms such as Freshservice, ServiceNow, Jira Service Management, or equivalent IT service management solutions.

- Apply ITIL-aligned practices for incident handling, major incident management, service requests, problem management, change coordination, and SLA administration.

- Review operational indicators covering ticket aging, response and resolution performance, reopened cases, escalation volumes, and user satisfaction.

- Produce regular service performance reports highlighting operational risks, recurring support demands, SLA exceptions, and improvement opportunities.

- Conduct ticket quality audits to verify troubleshooting documentation, categorization, escalation decisions, and closure standards.

- Maintain an accessible knowledge base containing diagnostic procedures, resolution steps, workarounds, and guidance for common enterprise technology issues.

- Identify opportunities to improve service workflows, reduce avoidable escalations, and increase first-contact resolution where appropriate.

Endpoint & Infrastructure Coordination :

- Coordinate with endpoint management teams on device compliance, application deployment, configuration issues, and mobile device support through Microsoft Intune.

- Support escalation investigations involving Citrix or virtual desktop infrastructure, secure remote access, VPN connectivity, and authentication failures.

- Liaise with infrastructure specialists when monitoring alerts indicate backup failures, replication issues, or potential recovery requirements.

- Track restore requests and backup-related incidents through the relevant technical owners, ensuring appropriate prioritization and status visibility.

- Validate service restoration with resolver teams and confirm that recurring alerts or underlying faults receive appropriate attention.

- Coordinate vendor engagement when issues involve third-party applications, endpoint tools, connectivity services, or managed support arrangements.

Team Leadership & Continuous Improvement :

- Provide technical supervision to senior service desk engineers, helping them resolve advanced issues and strengthen diagnostic capabilities.

- Conduct case reviews, technical coaching sessions, and knowledge-sharing activities to improve troubleshooting consistency.

- Establish clear expectations for ticket ownership, escalation discipline, documentation quality, and stakeholder communication.

- Identify recurring skill gaps and coordinate targeted training across endpoint support, identity management, collaboration platforms, and ITSM procedures.

- Encourage structured problem-solving and evidence-based troubleshooting rather than repeated temporary fixes.

- Partner with IT management to refine support procedures, improve operational resilience, and enhance the employee support experience.

Required Qualifications :

- 8 - 10 years of experience in enterprise service desk operations, end-user computing, desktop support, or enterprise IT support.

- At least 2 years in a service desk leadership, L3 escalation, or senior technical support capacity.

- Hands-on troubleshooting knowledge of Windows 10/11, Microsoft 365, Outlook/Exchange, Teams, SharePoint, and OneDrive.

- Experience supporting Intune, Active Directory, Microsoft Entra ID, Citrix/VDI, VPN, RDP, SSO, and MFA.

- Practical experience with enterprise ITSM platforms such as ServiceNow, Freshservice, or Jira Service Management.

- Strong understanding of incident, major incident, problem, change, request, and SLA management practices.

- Demonstrated experience coordinating high-severity incidents and communicating technical developments to business stakeholders.

- Ability to investigate complex issues spanning endpoints, identity, networks, infrastructure, and enterprise applications.

- Experience monitoring ticket queues, managing workload distribution, reviewing service metrics, and enforcing support quality standards.

- Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.

- Willingness and availability to work shifts aligned with US business hours.

Preferred Qualifications :

- ITIL certification or formal training in IT service management.

- Familiarity with Okta identity management, Zscaler Internet Access (ZIA), or Mimecast email security solutions.

- Exposure to enterprise backup, replication monitoring, and IT service recovery coordination.

- Experience working within a multinational organization or supporting users across multiple geographical regions