Subject Matter Expert (Support&Ops)
India
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Job Description
Subject Matter Expert (Support&Ops)
Lucknow, Uttar Pradesh

Job Summary

Service Desk Manager

Key Responsibilities

Ensure day-to-day service desk operations run smoothly Oversee incident, request, and escalation handling Monitor ticket queues, response times, and resolution quality Ensure 24/7 or business-hours coverage as required

Skill Requirements

Strong leadership and communication ITIL knowledge and ITSM expertise Customer service mindset Analytical and problem-solving ability Stakeholder and vendor management

Other Requirements

ITIL4

ob Summary:\\\\r\\\\nResponsible for managing daily IT service desk operations, leading support teams, ensuring SLA compliance, and delivering high‑quality customer support aligned with ITIL best practices.\\\\r\\\\n\\\\r\\\\nKey Responsibilities\\\\r\\\\n\\\\r\\\\nManage day‑to‑day service desk operations (incidents, requests, escalations)\\\\r\\\\nLead, coach, and manage service desk analysts and shift schedules\\\\r\\\\nMonitor SLAs, KPIs, and service performance\\\\r\\\\nAct as escalation point for major incidents\\\\r\\\\nDrive continuous improvement, automation, and self‑service\\\\r\\\\nManage ITSM tools and knowledge base\\\\r\\\\nCommunicate with business stakeholders and handle customer escalations\\\\r\\\\nPrepare operational and management reports
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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.