▷ [Apply in 3 Minutes] Technical Team Lead - Service Desk

3 weeks ago

Bangalore Karnataka, India Minutes to Seconds Pty Ltd Full time

Role Summary You ll lead a high-performance Service Desk L1-L3 delivering SLA-driven support to SMB Enterprise clients This is a hands-on leadership role 60 team management service delivery 40 senior technical escalation across Microsoft 365 Azure networking security fundamentals and telephony basics Teams Phone SIP Key Responsibilities Team Leadership Service Delivery Lead coach and roster a 10-15-person helpdesk L1-L3 fostering a customer-first fix fast fix right culture Own incident request problem change workflows ITIL daily stand ups queue health and escalation paths Run weekly 1 1s skills matrices career plans and continuous improvement playbooks SOPs runbooks Manage vendor MSP partner escalations and after-hours on-call rotations Technical Ownership Level 3 Escalations Microsoft 365 Intune Defender Advanced troubleshooting for Exchange Online SharePoint OneDrive Teams Conditional Access MFA Autopilot device compliance data loss prevention mail flow and identity issues Azure Entra ID RBAC Azure AD Entra ID AVD WVD basics Azure networking VNets NSGs VPN GW backup recovery cost governance fundamentals Networking Firewalls Fortinet Meraki VLANs DHCP DNS site-to-site and remote VPN SD-WAN basics Wi-Fi design troubleshooting Security Basics EDR AV policy hygiene patching cadence hardening baselines privileged access hygiene incident triage and first-response playbooks Telephony Basics Microsoft Teams Phone SIP trunks number porting call queues IVR and PBX integration at a support escalation level Process Quality Stakeholders Own SLAs OLAs CSAT backlog ageing and MTTR drive RCA post-incident reviews with corrective actions Partner with Account Managers and Projects for smooth handover from build support contribute to standards and reference architectures Maintain documentation Confluence Notion CMDB asset accuracy and knowledge base articles the team can actually use Ensure compliance with client and internal policies security privacy acceptable use Requirements Required Skills Experience 6-10 years in IT support with 2-4 years leading mentoring a service desk or NOC MSP experience strongly preferred Deep practical expertise across Microsoft 365 Intune Defender Compliance Azure Entra ID fundamentals and governance Networking L2 L3 firewalls VPN Wi-Fi DNS DHCP Security basics MFA CA patching EDR incident triage Telephony basics Teams Phone SIP IVR Solid ITIL knowledge Incident Problem Change and proven SLA discipline Excellent stakeholder communication can translate technical incidents into clear business language Nice-to-Have Certifications Microsoft AZ-104 AZ-900 MS-102 SC-200 300 MD-102 Networking Fortinet NSE 4 5 Cisco CCNA Meraki CMNA ITIL v4 Foundation or higher Tools You ll Likely Use Here PSA RMM Autotask Intune Defender Azure Portal Entra ID PowerShell FortiGate Meraki Sentinel Defender XDR Datto VEAM Confluence Notion Jira ServiceNow Teams SharePoint KPIs What Success Looks Like SLA attainment 95 across priority classes CSAT 4 7 5 rolling 90 days MTTR 20-30 within first 90 days Backlog age 3 days for P3 P4 no stale P2s First Contact Resolution 60 L1 2 with strong KB usage Documentation coverage 100 for top 50 recurring issues People hiring plan executed clear growth paths and skill matrices

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