Job Description

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

Skills Required