Technical Team Lead Service Desk

Bangalore - India

Monthly Salary: Not Disclosed

Experience Required: 5years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

This is a remote position.

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

Requirement 1:Jr. C#Dot net Developer with Azure Location: Bangalore, Bhartiya City(Don t Take relocation candidates) Work Mode: Hybrid( 3 Days from office) Experience: 3-5 Years Scadea Payroll, End Client- Eco lab Mandatory Skills: C#, .net core, Azure Services, Azure function, Azure Logic app( Look for candidates with these skills) Job Description: We are seeking a talented C#.NET Developer with a strong background in Microsoft Azure to join our dynamic team. The ideal candidate will be responsible for designing, developing, and maintaining robust and scalable applications technologies while leveraging Azure services. This role requires expertise in cloud-based development and database management, particularly with Cosmos DB and MongoDB, alongside Azure DevOps for CI/CD processes. Key Responsibilities: Application Development: Design, develop, and maintain scalable applications using C# Core. Azure Integration: Develop and deploy applications on the Microsoft Azure platform, utilising services such as Azure App Service, Azure Functions, and Azure Logic Apps. Database Management: Work with Cosmos DB and MongoDB for database operations, optimization, and troubleshooting. DevOps Practices: Implement and maintain CI/CD pipelines using Azure DevOps to ensure seamless application deployment. Server Management: Manage and maintain application servers for hosting and scaling enterprise-grade applications. Code Quality: Write clean, efficient, and maintainable code while adhering to best practices and coding standards. Collaboration: Work closely with cross-functional teams to understand project requirements and deliver solutions on time. Troubleshooting: Diagnose and resolve technical issues in production and non-production environments. Required Skills: Strong programming experience in C# Core/Framework. Hands-on experience with Microsoft Azure, including services such as Azure App Service, Azure Functions, and Azure Logic Apps. Proficiency in Cosmos DB and MongoDB for database development and management.( Not Mandatory, Good to have) Practical knowledge of Azure DevOps for CI/CD pipeline setup and automation. Experience in managing and maintaining application servers. Strong problem-solving and debugging skills. Excellent communication and collaboration skills. Familiarity with Agile/Scrum methodologies. Preferred Skills: Experience with containerization tools such as Docker and orchestration platforms like Kubernetes. Knowledge of REST APIs and micro services architecture. Exposure to cloud security best practices. Qualifications: Bachelor s degree in Computer Science, Information Technology, or a related field.

This is a remote position.Role SummaryYou 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 ...