Desktop Support Lead

SVN SYSTECH INDIA; Bengaluru; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

SVN Systech India Pvt. Ltd. in Bengaluru is hiring for an IT Helpdesk / EUC Team Lead to oversee a busy support function for our client TCS. The role requires 5–8 years overall IT experience with 4+ years in a leadership capacity, handling SLAs, incident management, and stakeholder communications.

Join a rotational shift environment with 6 days of work per week and immediate joiner potential. Location is Bangalore, offering a dynamic IT operations setting and room for team growth.

Qualifications

• 4+ years of relevant Team Lead / People Management experience in IT Helpdesk, Service Desk, EUC, Desktop Support or IT Support operations.

Responsibilities

• Lead and prioritize the IT Support team's workload.
• Provide technical and managerial leadership to the IT Helpdesk/EUC team.
• Manage Break/Fix queues and ensure SLA requirements are met.
• Handle escalated issues and ensure timely resolution.
• Monitor incidents and ensure SLA/KPI requirements are achieved.
• Ensure applications/software environments are maintained with required updates, patches and service packs.
• Prepare weekly/monthly MIS and management reports.
• Act as the IT site contact for EUC requirements and critical event escalations.
• Manage Break/Fix equipment stock and IT Asset Inventory.
• Handle client/stakeholder interactions and escalations.
• Provide direction, guidance and motivation to team members.
• Manage team performance and staff development.
• Monitor open incidents, resolution status and turnaround time.
• Identify and implement process/service improvements.
• Manage floor operations and ensure adherence to schedules.
• Apply ITIL V3 service management principles in daily operations.

Skills

IT Helpdesk

EUC

Service Desk

Team Management

People Management

ITIL V3

Incident Management

Escalation Management

SLA

KPI

Asset Management

Job description

We are currently hiring for an IT Helpdesk / EUC Team Lead position for our client TCS in Bangalore.

Job Details

• Position:IT Helpdesk / EUC Team Lead
• Client:TCS
• Payroll:SVN Systech India Pvt. Ltd.
• Location:Bangalore
• Experience:5–8 Years
• Mandatory Team Lead Experience:4+ Years
• Shift:Rotational Shift
• Working Days:6 Days Working
• Notice Period:Immediate Joiners / Candidates Currently Serving Notice Period

Key Responsibilities

• Lead and prioritize the IT Support team's workload.
• Provide technical and managerial leadership to the IT Helpdesk/EUC team.
• Manage Break/Fix queues and ensure SLA requirements are met.
• Handle escalated issues and ensure timely resolution.
• Monitor incidents and ensure SLA/KPI requirements are achieved.
• Ensure applications/software environments are maintained with required updates, patches and service packs.
• Prepare weekly/monthly MIS and management reports.
• Act as the IT site contact for EUC requirements and critical event escalations.
• Manage Break/Fix equipment stock and IT Asset Inventory.
• Handle client/stakeholder interactions and escalations.
• Provide direction, guidance and motivation to team members.
• Manage team performance and staff development.
• Monitor open incidents, resolution status and turnaround time.
• Identify and implement process/service improvements.
• Manage floor operations and ensure adherence to schedules.
• Apply ITIL V3 service management principles in daily operations.

Required Skills

IT Helpdesk | EUC | Service Desk | Desktop Support | Team Management | People Management | ITIL V3 | Incident Management | Escalation Management | SLA | KPI | Break/Fix | Asset Management | Client Handling | MIS Reporting | Operational Management

Mandatory Requirement

Candidates must have 4+ years of relevant Team Lead / People Management experience in IT Helpdesk, Service Desk, EUC, Desktop Support or IT Support operations.