Shift Lead - English, Arabic, Microsoft Windows
India
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Job Description
Shift Lead - English, Arabic, Microsoft Windows
Chennai, Tamil Nadu

Job Summary

Team Lead – English Service Desk

• Office-based with potential remote/hybrid arrangement per organizational policy.

• Flexibility to support occasional evening/weekend/holiday coverage as needed.

• Comfortable working in a dynamic, fast-paced environment focused on service excellence and improvement. 

Key Responsibilities

• Lead, coach, and develop service desk agents; run regular briefings and 1:1s.

• Plan coverage (schedules/attendance/shifts) to meet service levels. 

• Ensure timely ticket/request resolution in line with SLAs/KPIs; monitor daily operations. 

• Handle escalations and complex issues; provide expert guidance and decision support. 

• Promote a customer-centric culture; communicate outages/changes clearly and promptly. 

• Drive onboarding, training, and knowledge sharing; identify ongoing development needs. 

• Improve processes and workflows; standardize procedures with IT/HR and stakeholders. 

• Maintain policies, procedures, and knowledge base documentation.

• Produce and present performance metrics, trends, and improvement recommendations.

• Ensure quality assurance and compliance with policies/standards; implement corrective actions. 

Skill Requirements

Fluent, professional English communication (verbal and written).

• Service desk leadership experience (typically 1+ year) within an IT support environment (typically 3+ years total). 

• Strong customer service mindset; ability to manage escalations and challenging stakeholders. 

• Hands-on troubleshooting background and understanding of IT infrastructure, networking, and common applications. 

• Proficiency with ticketing/service management tools (e.g., ServiceNow, Zendesk, Jira) and knowledge base practices. 

• Data-driven approach: analyze metrics, build reports/dashboards, and identify trends/root causes. 

• Coaching/mentoring skills; ability to onboard and upskill team members. 

• Organization and prioritization skills in a fast-paced, high-volume environment. 

• Problem-solving, conflict resolution, and negotiation capabilities. 

• Presentation/facilitation skills to communicate insights and changes to leadership and partners. 

Other Requirements

• Bachelor’s degree in IT, Business Administration, or related field preferred.

• Relevant certifications are a plus (e.g., ITIL, HDI, CompTIA).

• High integrity, professionalism, and discretion when handling sensitive information.

• Self-motivated, proactive, and results-oriented; comfortable with change and continuous learning.

• Ability to collaborate cross-functionally (IT, HR, and business stakeholders). 
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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.