Lead Administrator (Support &Operations)
India
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Job Description
Lead Administrator (Support &Operations)
Chennai, Tamil Nadu

Job Summary

To diagnose and resolve complex technical issues impacting business operations,facilitate root cause analysis and enhance customer feedback for support operations.  The Service Desk Lead is responsible for overseeing the day‑to‑day operations of the IT Service Desk, ensuring efficient incident and service request management while delivering high‑quality customer support. This role acts as a key point of coordination between end users, technical teams, and management to ensure timely resolution of issues and adherence to service level agreements (SLAs). The Service Desk Lead provides leadership, guidance, and mentoring to service desk analysts, driving a culture of continuous improvement, operational excellence, and customer satisfaction. The role also ensures compliance with ITIL/ITSM best practices and supports process optimization initiatives to enhance service delivery effectiveness. 

Key Responsibilities

1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintainenace of a comprehensive Knowledge base , act as a mentor to junior analysts,and deliver training programs for freshers, equipping them with essential skills to become productive .
4. To contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Operational Management Manage daily Service Desk operations including ticket queues, call handling, and workload distribution [Murali Yed...la in chat | Teams] Ensure incidents and service requests are logged, prioritized, and resolved within defined SLAs [Murali Yed...la in chat | Teams] Incident & Escalation Management Oversee resolution of major incidents (P1/P2) and act as escalation point for critical issues [Murali Yed...la in chat | Teams] Coordinate with L2/L3 teams for faster issue resolution Team Leadership Lead, coach, and mentor Service Desk team members and drive performance improvements [Murali Yed...la in chat | Teams] Conduct performance reviews, training, and development planning Service Delivery & SLA Compliance Monitor SLA/KPI adherence (First Contact Resolution, response time, etc.) [Urgently N...sk Manager | Outlook] Ensure consistent, high-quality customer service delivery Process Improvement Drive continuous improvement through ITIL processes (Incident, Problem, Change Management) [Murali Yed...la in chat | Teams] Identify trends and implement corrective/preventive actions Stakeholder Communication Act as the primary point of contact for escalations and stakeholder communication [Urgently N...sk Manager | Outlook] Ensure timely updates to customers and leadership Reporting & Governance Prepare and present service performance reports and metrics [Urgently N...sk Manager | Outlook] Maintain accurate documentation and knowledge base

Skill Requirements

Strong knowledge of ITIL/ITSM frameworks Experience in Service Desk or IT Support leadership role Excellent communication, stakeholder management, and customer service skills Ability to manage high-volume ticket environments and SLA-driven operations Proficiency with ITSM tools (e.g., ServiceNow) Strong problem-solving and analytical skills

Other Requirements

The Service Desk Lead plays a critical role in ensuring IT service continuity by: Acting as the single point of accountability for Service Desk performance Driving customer satisfaction and operational efficiency Enabling seamless coordination between business users and technical teams
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.