Senior Administrator - English, Arabic, Microsoft Windows
United States
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Job Description
Senior Administrator - English, Arabic, Microsoft Windows
Others, North Carolina

Job Summary

The Service Desk Manager is a position with accountability of the technical service desk. The Service Desk Manager is expected to work closely with their counter-parts at the client side and also with enabling functions in the Organization to manage and drive transition of infrastructure management activities into a remote model, and provide oversight over all aspects of quality and service levels.

Key Responsibilities

1. Provide advanced technical support and troubleshooting for Windows systems, leveraging proficiency in English and Arabic to address user issues and ensure clear communication.
2. Perform root cause analysis for escalated incidents using diagnostic tools and implement effective solutions to resolve technical and security issues in Windows environments.
3. Update and manage technical knowledge bases in both English and Arabic, ensuring relevant documentation is available for team use.
4. Coach and train new support analysts by sharing advanced troubleshooting techniques and best practices for Windows operations.
5. Resolve complex tickets within agreed SLAs, collaborating with internal support teams to maintain seamless operations and strengthen the organization’s security posture.
6. Ensure positive customer experience and high CSAT scores through first call resolution, clear communication, and proactive mitigation of security threats.

Skill Requirements

A. Deliver Managed Services for the global Clients. Transformation experience will be a plus. B. Build and manage teams and direct all related People/ Process and Technology Competencies and work closely with Technical CoE Leads. C. Build and Maintain customer relationship. D. Effectively monitor, control and support infrastructure service delivery ensuring all agreed methodologies and procedures are followed E.Other responsibilities as follows:- • Expansion of services to fill entire gamut of infrastructure services. • Focus on project opportunities and transformation initiatives. • ITIL process definitions and implementation. • Automation in service delivery. • Ensure knowledge retention. • Resource management & Utilization, Attrition control. • Audit and security compliance – both from HCL and customer’s requirements. • Management reporting - both for HCL and customer. • Conduct regular in depth service and process audits. • Employee retention, motivation and training. • Focus on grooming people from L1 to L2, L2 to L3 within select timelines. • Overall SLA management – Operation interaction with technologies Lead / Service Owner • Manage & deliver overall Customer Satisfaction. • Manage & deliver overall employee satisfaction.

Other Requirements

1.  Service desk manager Microsoft Certified: Windows Client (optional but valuable)
2. ITIL Foundation Certification (optional but valuable
Maximum Salary (US): 
Minimum Salary (US): 
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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 223,000 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 June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.