Technical Lead - Service Desk

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

• 4-6+ years of IT Service Desk or Technical Support experience, including 2-3 years in

a supervisory, SME, or technical lead capacity.

• Strong ITIL-based incident, problem, and escalation management experience,

including P1/P2 bridge leadership and Root Cause Analysis.

• Hands-on troubleshooting across Windows, Microsoft 365, Active Directory,

authentication, networking, infrastructure, and cloud services.

• Proficiency with ServiceNow or a comparable ITSM platform, supported by strong

technical documentation and knowledge-management skills.

• Excellent stakeholder communication, client-facing presentation, team guidance, and

coordination skills across global teams and vendors.

Good-to-Have

• Experience supporting enterprise environments and global customers.

• BFSI environment experience.

• Exposure to automation, self-service, shift-left, and ticket-reduction initiatives.

• Experience supporting audits, compliance reviews, access certification, Service

Reviews, and CAB meetings.

SN Responsibility of / Expectations from the Role

1 Act as the Tier 3 technical escalation point for critical and complex incidents.

2 Lead troubleshooting bridges for Priority 1 and Priority 2 incidents and coordinate timely technical resolution.

3 Perform in-depth Root Cause Analysis and problem management, and implement permanent corrective actions for

recurring incidents.

4 Drive resolution of infrastructure, authentication, networking, and cloud-related issues.

5 Collaborate with engineering teams to reduce repetitive tickets through automation, self-service, and shift-left

solutions.

6 Provide technical guidance and troubleshooting support to Service Desk analysts, while driving knowledge sharing

and technical excellence.

7 Participate in client and stakeholder governance meetings and present technical findings to leadership.

8 Participate in Service Reviews and Change Advisory Board meetings.

9 Support audits, compliance reviews, access certification, and related evidence requirements.

10 Maintain accurate technical documentation, Standard Operating Procedures, knowledge articles, and architecture

diagrams.

11 Coordinate technical activities with global teams and external vendors.

12 Report to the Service Delivery Manager and support service-quality, operational-stability, and continuous-

improvement objectives.