Service Help Desk - Lead

Cherry Bekaert LLP; Chennai District, Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Cherry Bekaert LLP in Chennai seeks a Lead System Engineer to head IT service desk operations in 24x7 shifts, delivering high-touch end-user support and SLA performance. You will coordinate with US ITSM and India-based Senior IT Manager, manage escalations, and ensure service continuity.

The role requires 10–12 years in IT service/support, with 2+ years in a lead capacity, strong ITIL knowledge, and hands-on experience with ServiceNow, JIRA, M365, and Azure.

Qualifications

• 10–12 years of IT Service Desk/Technical Support experience with 2+ years in a lead role.
• Proficiency with ITSM tools such as ServiceNow and JIRA.
• Experience with Microsoft 365, Azure AD basics, Exchange Online, and Entra for end-user support.
• Experience in Major Incident Management and crisis communication.
• Strong understanding of ITIL framework.
• People management and conflict resolution skills.
• Excellent verbal and written communication; able to work under pressure and manage multiple priorities.
• Willingness to work in 24x7 rotational shifts, including weekends and holidays.

Responsibilities

• Lead and supervise the Service Desk team across assigned shifts.
• Act as the primary escalation point for complex incidents during shifts.
• Monitor ticket queues and ensure resolution within SLAs.
• Coordinate shift handovers with detailed documentation of pending issues and priorities.
• Oversee incident management, Major Incident leadership, and escalation summaries for management.
• Mentor L1/L2 engineers with technical guidance and feedback.
• Generate shift reports and KPI dashboards for management.
• Ensure adherence to ITIL processes across incident, problem, and change management.

Skills

People management

ITIL knowledge

Communication

Problem solving

Analytical thinking

Tools

ServiceNow

JIRA

Microsoft 365

Azure AD

Exchange Online

Job description

Position Summary

The Lead System Engineer leads IT service desk teams (in rotational 24X7 Shifts), with direct IT Operations support, SLA performance, JIRA governance, and service delivery during the shift. This role is accountable for delivering a consistent, high-touch end-user support experience across Cherry Bekaert user base while partnering closely with the US based ITSM and India based Senior IT Manager, ticket handoffs, escalation discipline, and service continuity.

Key Responsibilities

• Lead and supervise the Service Desk team during assigned shifts, ensuring smooth operations


• Act as the primary escalation point for complex or critical incidents during the shift


• Monitor ticket queues and ensure timely resolution within defined SLAs


• Coordinate shift handovers with detailed documentation of pending issues and priorities


• Technical escalation validation, SLA/backlog governance, Major Incident leadership, structured handovers, resolver/vendor coordination, operational reporting


• Manage real-time workload distribution and resource allocation across the team


• Handle Incident Management and coordinate with resolver groups


• Ensure adherence to ITIL processes - Incident, Problem, and Change Management


• Conduct daily/weekly team huddles and performance reviews


• Mentor and coach L1/L2 engineers, providing technical guidance and feedback


• Generate shift reports, KPI dashboards, and escalation summaries for management


• Drive continuous improvement initiatives to enhance service quality and efficiency


• Liaise with cross-functional teams, vendors, and stakeholders during critical incidents.

Required Qualifications

• 10-12 years of experience in IT Service Desk / Technical Support with 2+ years in a lead role


• Strong expertise in ITSM tools (ServiceNow, JIRA)


• Proficiency in Microsoft 365, Azure AD basics, Exchange Online, Entra and endpoint management, end user support, network fundamentals


• Experience in Major Incident Management and crisis communication


• Strong understanding of ITIL framework


• People management and conflict resolution skills


• Strong analytical and problem-solving abilities


• Exceptional communication skills - verbal and written


• Ability to work under pressure and manage multiple priorities


• Flexibility to work 24x7 rotational shifts including weekends and holidays.

Key Competencies

• Team handling & People Management


• Stakeholder Management & Customer Focus


• Decision Making & Critical Thinking


• Process Orientation & Quality Focus


• Knowledge of cloud platforms (Azure, AWS) - Basic to Intermediate


• Understanding of networking fundamentals (DNS, DHCP, VPN, Firewall basics)


• Experience with reporting tools and dashboards (Excel advanced).

Preferred Certifications

• Microsoft 365 Certified: Modern Desktop Administrator


• Azure Administrator Associate (AZ-104)


• HDI Support Center Team Lead certification


• Any relevant ITSM certifications.