Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
India
Apply now
Job Description
Track Lead - Miscrosoft Windows,Microsoft Servers RDS,Touch Services
Bengaluru, Karnataka

Job Summary

We are looking for a skilled Remote Desktop Support Team Lead with strong German language proficiency to lead a team 
providing IT support to users. The role involves managing daily operations, ensuring SLA compliance, 
resolving escalations, and maintaining high levels of customer satisfaction while driving team performance and process improvements.

Key Responsibilities

  • Lead, mentor, and manage a team of remote desktop support engineers.
  • Provide technical support in German and English (verbal and written communication).
  • Ensure timely resolution of incidents and service requests within defined SLAs.
  •  Act as the first point of escalation for complex technical issues.
  •  Monitor ticket queues, workload distribution, and team productivity.
  • Coordinate with global stakeholders, especially German-speaking clients/users.
  •  Conduct team performance reviews, coaching, and training sessions.
  •   Maintain knowledge base, SOPs, and process documentation.
  •   Drive continuous improvement initiatives for service delivery and customer experience.
  • Provide regular MIS and performance reports to management.
  •  Ensure compliance with ITIL processes and audit requirements.
  •  Manage scheduling, shift planning, and resource allocation.

Skill Requirements

  Strong knowledge of:

  • Windows OS and basic Mac OS support
  • Active Directory (user accounts, password resets, group policies)
  • Microsoft Office / Microsoft 365 suite
  • Remote desktop tools (e.g., SCCM, Intune, ServiceNow, TeamViewer, AnyDesk)
  • Basic networking (VPN, DNS, DHCP, TCP/IP)

  Experience with ticketing tools and ITSM platforms.

  Understanding of ITIL processes (Incident, Problem, Change Management).

Other Requirements

    • Language Requirement
    • Proficiency in German (Mandatory)
    • Minimum level: B2/C1 (CEFR standard)
    • Ability to handle technical conversations, emails, and documentation in German.
  • Strong English communication skills.

Additional Responsibilities

  • Support audit and compliance activities.
  • Drive automation and service improvement initiatives.
  • Ensure proper documentation and knowledge sharing.
  • Act as a bridge between global teams and German-speaking stakeholders.

 
Apply now
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.