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

Job Summary

We are looking for an experienced and customer-focused Service Desk Team Lead to lead the day-to-day operations of our Service Desk team. The role will be responsible for ensuring high-quality IT support services, timely resolution of incidents and service requests, and achievement of agreed SLAs and KPIs. The Service Desk Team Lead will provide guidance and support to Service Desk Analysts, manage workload and escalations, monitor operational performance, and ensure adherence to ITIL/ITSM processes and procedures. The role will also work closely with technical teams and key stakeholders to address recurring issues, improve service quality, and enhance the overall end-user experience. The ideal candidate will have strong people-management, communication, problem-solving, and operational-management skills, with a focus on customer satisfaction, team development, knowledge management, automation, and continuous service improvement.

Key Responsibilities

Service Desk operations and team leadership Incident and service request management SLA and KPI monitoring Escalation and priority management Customer and stakeholder communication Team coaching and development ITIL/ITSM process compliance Reporting and operational governance Knowledge management and shift/workload planning Automation and continuous service improvement

Skill Requirements

ITIL Foundation certification Experience leading a Service Desk or IT support team Exposure to ServiceNow or equivalent ITSM platforms Good working knowledge of Microsoft Excel and PowerPoint for operational reporting Experience with Service Desk automation, self-service, chatbots, or AI-enabled support is an advantage

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 230,000 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 September 2026 totaled $14.8 billion.