Service Desk Team Lead

Cloudzen 365 Services; Ahmedabad District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Cloudzen 365 Services is seeking a senior Service Desk Lead to manage and develop the India desk supporting L1–L3 engineers across multi-location operations. You will drive recruitment, onboarding, training paths and a strong service culture, ensuring consistent SLA performance and customer satisfaction.

The role requires hands-on leadership of shift planning, incident management, and change controls, with a focus on process discipline and cross-location collaboration with UK teams.

Qualifications

• Excellent communicator with fluent English.
• 6+ years in IT technical support.
• 2+ years leading service desk across multiple tiers.
• Experience in a Managed Service Provider (MSP) environment.
• Bachelor’s degree in Computer Science, Information Technology or related field.

Responsibilities

• Lead, coach and develop a team of L1/L2/L3 engineers; conduct regular 1:1s and performance reviews.
• Own India shift rota for 24x7 service; plan leave, festivals and sickness; approve shift swaps.

Skills

Fluent English

IT support 6+ yrs

Leadership experience

MSP experience

People management

Education

Bachelor’s degree in CS/IT or related

Tools

ConnectWise

N-able

PowerShell

Job description

Responsibilities

• Lead, coach and develop a team of L1 and L2 Service Desk Support Engineers and L3

Infrastructure Support Engineers; hold regular 1:1s, set personal objectives and run probation

and performance reviews with HR.

• Own the India shift rota for the 24x7 service: plan cover for leave, festivals and sickness,

approve shift swaps and make sure every shift is staffed to the agreed level.

• Run the daily shift handover and team stand-up so that open P1/P2 incidents, aged tickets

and customer commitments are carried cleanly between shifts and between India and the UK.

• Lead recruitment for the team with HR and the Head of India Operations: screen CVs, run

technical interviews and deliver structured onboarding for new starters.

• Build individual training and development plans, identify skills gaps across the team and

arrange internal training and certification routes.

• Set and model the standards of the desk: professional customer communication, accurate

ticket notes, timely updates and adherence to process.

Service desk operations and queue management

• Manage the India ticket queues in the ITSM tool: triage, prioritise and assign incidents and

service requests so that SLA response and resolution targets are met.

• Monitor the queue throughout the shift, step in on at-risk tickets before they breach and

keep the aged-ticket backlog within the agreed threshold.

• Act as the first escalation point for the team on technical, process and customer-handling

issues; take ownership of complex or sensitive tickets where needed.

• Co-ordinate major incident (P1) response from the India desk: engage the right engineers,

keep the customer and the UK team updated and make sure the incident record is

complete.

• Own the L1 to L2 to L3 escalation path inside the India desk: make sure tickets move to the

right tier at the right time, L3 engineers are not consumed by work L1/L2 should resolve, and

escalations to UK specialists or vendors are tracked to closure.

• Plan and protect L3 capacity for infrastructure, problem and project work alongside

reactive support; agree priorities with the UK Infrastructure leadership and report progress.

• Approve and quality-check changes raised by the team in line with the change

management process; make sure no customer change goes ahead without the customer’s

authorisation.

• Produce the daily and weekly service reports for the India desk (SLA attainment, backlog,

CSAT, escalations) and present them to the Head of India Operations and UK Service Desk

leadership.

Service quality and customer experience

• Review a sample of closed tickets every week for quality of resolution, communication and

documentation, and feed findings back to the engineer and into training.

• Own customer complaints and negative CSAT responses raised to the India desk:

investigate, respond to the customer and put corrective actions in place.

• Work with the UK Service Desk leadership to keep processes, templates and customer

communication standards consistent across both locations.

• Make sure customer‑specific runbooks, contact matrices and escalation paths are current

and followed by the team.

Continuous improvement and knowledge

• Own the India desk's knowledge base: make sure articles are created for new or recurring

issues, reviewed for accuracy and retired when obsolete.

• Analyse ticket trends to identify recurring incidents and raise problem records so that root

causes are removed rather than repeatedly fixed.

• Identify opportunities to automate or standardise repeat requests (for example, account

provisioning, device enrolment and access requests) and work with the Infrastructure and

Security teams to deliver them.

• Contribute to the ITIL-aligned service management practices in use at Atech (incident,

request, problem, change and knowledge management) and help the team apply them

consistently.

Technical

• Maintain hands-on capability across the Atech support stack so you can resolve L2

escalations yourself and credibly coach the team: Microsoft 365 (Exchange Online,

SharePoint, OneDrive, Teams), Microsoft Entra ID, Microsoft Intune, Windows Server (Active

Directory, Group Policy), Windows and macOS endpoints and core networking.

• Hold enough depth in the infrastructure stack supported by the L3 engineers - Microsoft

Azure (virtual machines, networking, storage, backup), virtualisation (VMware, Hyper‑V),

Exchange hybrid, firewalls and backup platforms - to review their work, challenge their

decisions and act as the technical escalation point for the team.

• Work with the Security team on tickets involving Microsoft 365 security controls (Defender,

Conditional Access, Identity Protection, Information Protection, DLP) and make sure

security‑relevant requests follow the approval process.

• Use PowerShell and the RMM platform to standardise repeat administration and reporting

tasks across the desk.

• Keep your own technical knowledge current with Microsoft platform changes and industry

trends, and share that knowledge with the team.

• Undertake any other tasks deemed relevant and reasonable by the business

Requirements

Essential

• Excellent communicator - fluent written and spoken English is a MUST; comfortable speaking with UK customers and UK colleagues daily.

• 6+ years in IT technical support, including 2+ years leading or supervising a service desk or support team that spans multiple support tiers.

• Experience in a Managed Service Provider (MSP) environment supporting multiple customers against contracted SLAs.

• Proven people‑management experience: rota planning, 1:1s, objective setting, performance management and coaching.

• Hands‑on expertise across Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), Microsoft Entra ID and Microsoft Intune.

• Working knowledge of Windows Server (2016 to 2022) including Active Directory and Group Policy, Windows and macOS endpoints, and networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).

• Microsoft Azure administration experience (virtual machines, virtual networks, storage, Azure Backup, cost and resource management) sufficient to supervise L3 infrastructure work.

• Working knowledge of virtualisation (VMware vSphere or Hyper‑V), firewall and switching concepts (NAT, VLANs, routing, site‑to‑site VPN) and at least one enterprise backup platform.

• Experience administering Microsoft 365 security controls: Defender for Office 365 and Endpoint, Conditional Access, MFA, Identity Protection and Information Protection/DLP.

• Strong understanding of ITIL service management practices - incident, request, problem, change and knowledge management - and experience applying them on a live desk.

• Experience running a ticket queue in an ITSM tool (Atech uses ConnectWise), including SLA monitoring, reporting and quality review.

• Calm and structured under pressure; able to run a major incident, handle a difficult customer conversation and keep the team focused.

• Bachelor's degree in Computer Science, Information Technology or a related field; relevant work experience may substitute for formal education.

Desirable

• ITIL 4 Foundation certification.

• Microsoft certifications such as MS-102 (Microsoft 365 Administrator), AZ-104 (Azure Administrator), MD-102 (Endpoint Administrator) or SC-300 (Identity and Access Administrator).

• Experience with ITSM tools such as ConnectWise Manage or Autotask, and RMM tools such as N-able.

• Exposure to Microsoft Sentinel, Microsoft Purview and Azure Lighthouse in a multi‑customer MSP/MSSP setting.

• Working knowledge of PowerShell (