Service Desk Lead

BXI Ventures; Udaipur District; On-site; INR 800,000 - 1,400,000; Full time

Benefits offered by this job

Competitive compensation

Performance-based incentives

Flexible and dynamic work environment

Job summary

BXI Tech is seeking an experienced Service Desk Lead / Shift Lead to oversee day-to-day IT support operations, manage service desk engineers, ensure SLA achievement, and provide technical guidance for Microsoft 365 and End User Computing support environments.

The role focuses on incident and escalation management, shift leadership, and continuous service improvement across IT teams in India.

Qualifications

• Fresh service
• EscalationHandling
• First CallResolution
• EscalationManagement

Responsibilities

• Lead shift operations and queue management.
• Monitor ticket backlog and SLA compliance.
• Allocate and prioritize tickets across support teams.
• Review and approve escalations.
• Conduct shift handovers and operational reviews.
• Mentor and coach L1 and L2 engineers.
• Conduct performance monitoring and feedback sessions.
• Identify training needs and skill development plans.
• Incident & Escalation Management
• Manage critical incidents and major outages.
• Coordinate within infrastructure, cloud, and application teams.
• Ensure timely incident communication and resolution.

Skills

Fresh service

EscalationHandling

First CallResolution

EscalationManagement

Job description

We are seeking an experienced Service Desk Lead / Shift Lead tooversee day-to-day IT support operations, manage service desk engineers, ensureSLA achievement, and provide technical guidance for Microsoft 365 and End UserComputing support environments.

Key Responsibilities

• Lead shiftoperations and queue management.
• Monitor ticketbacklog and SLA compliance.
• Allocate andprioritize tickets across support teams.
• Review andapprove escalations.
• Conduct shifthandovers and operational reviews.
• Mentor and coachL1 and L2 engineers.
• Conductperformance monitoring and feedback sessions.
• Identify trainingneeds and skill development plans.
• Incident &Escalation Management
• Manage criticalincidents and major outages.
• Coordinate withinfrastructure, cloud, and application teams.
• Ensure timelyincident communication and resolution.
• Perform rootcause analysis for recurring issues.
• Prepare daily,weekly, and monthly service reports.
• Track SLA, MTTR,FCR, and CSAT metrics.
• Participate inmanagement and customer review meetings.
• Drive continuousservice improvement initiatives.
• Review ExchangeOnline, Teams, and Intune issues.
• Guide engineersin troubleshooting complex incidents.
• Ensure compliancewith ITIL practices.

Required Skills

• Fresh service
• EscalationHandling
• First CallResolution
• EscalationManagement

Why Join BXI Technologies?

• Lead innovationin AI, Cloud, and Cybersecurity with top-tier partners.
• Be part of aforward-thinking team driving digital transformation.
• Accesstocutting-edgetechnologies and continuous learning opportunities.
• Competitivecompensation and performance-based incentives.
• Flexible anddynamic work environment based in India.

About BXI Tech

BXI Tech is apurpose-driventechnology company, backed by private equity and focused on deliveringinnovation inengineering, AI, cybersecurity, and cloudsolutions. We combine deep techexpertisewith a commitment tocreating value for both businesses and communities.

Our ecosystem includesBXI Ventures,which invests acrosstechnology,healthcare, real estate, and hospitality,andBXIFoundation, which leads impactful initiatives ineducation, healthcare, and care homes.Together, we aim todrivesustainable growth and meaningful social impact.

Department: Internal IT

Job Type: Full-Time

Requisition ID: REQ/2026/0164

Open Positions: 1