Senior Administrator - English, Arabic, Microsoft Windows
India
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Job Description
Senior Administrator - English, Arabic, Microsoft Windows
Noida, Uttar Pradesh

Job Summary

Role Summary The Service Desk Team Lead is responsible for leading and supervising a team of Service Desk Analysts to ensure high‑quality, customer‑focused IT support services. This role acts as the first line of operational leadership, ensuring adherence to SLAs, ITIL processes, and continuous service improvement while serving as an escalation point for complex incidents and stakeholder communication. Shape Key Responsibilities Operational Leadership Lead day‑to‑day Service Desk operations to ensure incidents, requests, and tasks are handled efficiently and within SLA targets Act as the primary escalation point for major incidents, customer complaints, and priority issues Monitor ticket queues, workloads, and staffing levels to maintain service continuity Ensure compliance with ITIL processes (Incident, Request, Problem, Change) People Management & Coaching Provide guidance, coaching, and performance feedback to Service Desk Analysts Conduct regular one‑to‑ones, performance reviews, and development planning Support onboarding and training of new team members Foster a positive, collaborative, and customer‑centric team culture Service Quality & Continuous Improvement Monitor service performance metrics (SLA, CSAT, FCR, backlog, quality scores) Identify trends, recurring issues, and improvement opportunities Drive service improvements, automation opportunities, and knowledge base adoption Ensure high standards of ticket documentation and communication quality Stakeholder & Customer Engagement Act as an interface between the Service Desk, IT teams, and business stakeholders Communicate service status, risks, and escalations clearly and professionally Support major incident communications and post‑incident reviews Process & Tool Governance Ensure correct usage of ITSM tools (e.g., ServiceNow) Maintain and improve knowledge articles, SOPs, and runbooks Support audits, reporting, and service reviews Shape Required Skills & Experience Experience 5+ years of IT Service Desk / IT Support experience 1–3 years in a Team Lead or senior support role Experience working in a global or enterprise IT environment Technical & Process Knowledge Strong understanding of ITIL (Incident, Request, Problem, Change) Hands‑on experience with ITSM tools (ServiceNow preferred) Broad understanding of end‑user technologies (Windows, M365, networking basics, devices) Leadership & Soft Skills Proven people‑management and coaching skills Strong communication and stakeholder management abilities Ability to manage priorities under pressure and make sound decisions Customer‑focused mindset with a continuous improvement approach Shape Qualifications (Preferred) ITIL Foundation or higher ServiceNow certifications Experience with automation, self‑service, or AI‑driven support tools (nice to have) Shape Success Measures SLA and CSAT achievement Reduction in repeat incidents and escalations Team performance, engagement, and skill development Quality and consistency of ticket handling and communication

Key Responsibilities

Role Summary The Service Desk Team Lead is responsible for leading and supervising a team of Service Desk Analysts to ensure high‑quality, customer‑focused IT support services. This role acts as the first line of operational leadership, ensuring adherence to SLAs, ITIL processes, and continuous service improvement while serving as an escalation point for complex incidents and stakeholder communication. Shape Key Responsibilities Operational Leadership Lead day‑to‑day Service Desk operations to ensure incidents, requests, and tasks are handled efficiently and within SLA targets Act as the primary escalation point for major incidents, customer complaints, and priority issues Monitor ticket queues, workloads, and staffing levels to maintain service continuity Ensure compliance with ITIL processes (Incident, Request, Problem, Change) People Management & Coaching Provide guidance, coaching, and performance feedback to Service Desk Analysts Conduct regular one‑to‑ones, performance reviews, and development planning Support onboarding and training of new team members Foster a positive, collaborative, and customer‑centric team culture Service Quality & Continuous Improvement Monitor service performance metrics (SLA, CSAT, FCR, backlog, quality scores) Identify trends, recurring issues, and improvement opportunities Drive service improvements, automation opportunities, and knowledge base adoption Ensure high standards of ticket documentation and communication quality Stakeholder & Customer Engagement Act as an interface between the Service Desk, IT teams, and business stakeholders Communicate service status, risks, and escalations clearly and professionally Support major incident communications and post‑incident reviews Process & Tool Governance Ensure correct usage of ITSM tools (e.g., ServiceNow) Maintain and improve knowledge articles, SOPs, and runbooks Support audits, reporting, and service reviews Shape Required Skills & Experience Experience 5+ years of IT Service Desk / IT Support experience 1–3 years in a Team Lead or senior support role Experience working in a global or enterprise IT environment Technical & Process Knowledge Strong understanding of ITIL (Incident, Request, Problem, Change) Hands‑on experience with ITSM tools (ServiceNow preferred) Broad understanding of end‑user technologies (Windows, M365, networking basics, devices) Leadership & Soft Skills Proven people‑management and coaching skills Strong communication and stakeholder management abilities Ability to manage priorities under pressure and make sound decisions Customer‑focused mindset with a continuous improvement approach Shape Qualifications (Preferred) ITIL Foundation or higher ServiceNow certifications Experience with automation, self‑service, or AI‑driven support tools (nice to have) Shape Success Measures SLA and CSAT achievement Reduction in repeat incidents and escalations Team performance, engagement, and skill development Quality and consistency of ticket handling and communication

Skill Requirements

Role Summary The Service Desk Team Lead is responsible for leading and supervising a team of Service Desk Analysts to ensure high‑quality, customer‑focused IT support services. This role acts as the first line of operational leadership, ensuring adherence to SLAs, ITIL processes, and continuous service improvement while serving as an escalation point for complex incidents and stakeholder communication. Shape Key Responsibilities Operational Leadership Lead day‑to‑day Service Desk operations to ensure incidents, requests, and tasks are handled efficiently and within SLA targets Act as the primary escalation point for major incidents, customer complaints, and priority issues Monitor ticket queues, workloads, and staffing levels to maintain service continuity Ensure compliance with ITIL processes (Incident, Request, Problem, Change) People Management & Coaching Provide guidance, coaching, and performance feedback to Service Desk Analysts Conduct regular one‑to‑ones, performance reviews, and development planning Support onboarding and training of new team members Foster a positive, collaborative, and customer‑centric team culture Service Quality & Continuous Improvement Monitor service performance metrics (SLA, CSAT, FCR, backlog, quality scores) Identify trends, recurring issues, and improvement opportunities Drive service improvements, automation opportunities, and knowledge base adoption Ensure high standards of ticket documentation and communication quality Stakeholder & Customer Engagement Act as an interface between the Service Desk, IT teams, and business stakeholders Communicate service status, risks, and escalations clearly and professionally Support major incident communications and post‑incident reviews Process & Tool Governance Ensure correct usage of ITSM tools (e.g., ServiceNow) Maintain and improve knowledge articles, SOPs, and runbooks Support audits, reporting, and service reviews Shape Required Skills & Experience Experience 5+ years of IT Service Desk / IT Support experience 1–3 years in a Team Lead or senior support role Experience working in a global or enterprise IT environment Technical & Process Knowledge Strong understanding of ITIL (Incident, Request, Problem, Change) Hands‑on experience with ITSM tools (ServiceNow preferred) Broad understanding of end‑user technologies (Windows, M365, networking basics, devices) Leadership & Soft Skills Proven people‑management and coaching skills Strong communication and stakeholder management abilities Ability to manage priorities under pressure and make sound decisions Customer‑focused mindset with a continuous improvement approach Shape Qualifications (Preferred) ITIL Foundation or higher ServiceNow certifications Experience with automation, self‑service, or AI‑driven support tools (nice to have) Shape Success Measures SLA and CSAT achievement Reduction in repeat incidents and escalations Team performance, engagement, and skill development Quality and consistency of ticket handling and communication

Other Requirements

NA
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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.