Service Desk Lead (US Shift)

Maximus Global Consulting Services; Pune District, Mumbai; Hybrid; INR 1,600,000 - 2,200,000; Full time

Job summary

Maximus Global Consulting Services is seeking a Lead L2/L3 Service Desk Engineer to drive enterprise support operations from Pune. The role requires managing escalations, major incidents, and QA activities to meet SLA targets across Windows 10/11, Microsoft 365, VPN and related platforms.

You will coach a team of service desk engineers, coordinate cross-functional resolution, and ensure customer experience aligns with defined KPI metrics.

Qualifications

• ITIL knowledge and incident, major incident, change and problem management.
• Experience in Enterprise Service Desk/EUC/Desktop Support.
• Proven ability to manage L2/L3 escalations and outages.

Responsibilities

• Lead queue management, workload allocation, shift handovers and SLA/aging control.
• Act as L3 escalation for Windows, Microsoft 365, Intune, Citrix/VDI, VPN, SSO, MFA.
• Coordinate Sev-1/Major Incidents: bridge calls, resolver mobilization, communications, restoration and PIR.

Skills

Leadership

Escalation management

SLA management

Communication

QA & process improvement

Tools

Freshservice

ServiceNow

Jira Service Management

Job description

Shift

Mandatory US business-hours coverage

Role

Lead L2/L3 Service Desk operations, manage escalations and Major Incidents, and ensure SLA, queue, quality and customer-experience targets are met.

Key Responsibilities

• Lead queue management, workload allocation, shift handovers, SLA/aging control andescalations.
• Act as L3 escalation for Windows, Microsoft 365, Outlook/Exchange, Teams, SharePoint, OneDrive, Intune, Citrix/VDI, VPN, SSO, endpoint and mobile issues.
• Coordinate Sev-1/Major Incidents: incident bridge, resolver mobilisation, stakeholder communication, restoration and PIR.
• Own escalated tickets through closure across application, infrastructure, network, identity and vendor teams.
• Drive ticket QA, knowledge articles, recurring-issue analysis, SLA/KPI reporting and service improvement.
• Coach and provide technical oversight to a team of Senior Service Desk Engineers.
• Coordinate backup/replication alerts, restore requests and monitoring-generated incidents with relevant resolver teams.

Preferred candidate profile

• 6+ years in Enterprise Service Desk, EUC or Desktop Support; 2+ years as a Lead/L3 Escalation Engineer.
• Freshservice, ServiceNow, Jira Service Management or comparable ITSM platform.
• ITIL Incident, Major Incident, Request, Problem, Change and SLA management.
• Windows 10/11, Microsoft 365, Intune, Active Directory/Entra ID, Citrix/VDI, VPN, RDP, SSO and MFA.
• Strong written/verbal client communication and Major Incident coordination experience.

Preferred: ITIL certification; Okta, Zscaler/ZIA, Mimecast, RingCentral, Zoom, VMware, RMM and enterprise backup/replication exposure.