Website:
ses-td.com
Job details:
We are Hiring IT Service Desk Lead for Chennai location !!
Join us and become a part of a transformative Team !!
🎓 Education: Bachelor's degree in Computer Science, IT, Engineering or a related field.
💼 Experience: 6–10 years of IT service desk or end-user support experience, with at least 2 years as a Team Lead or Shift Lead.
📍 Location: Chennai (Work from Office)
🕒 Employment Type: Full-Time
📅 Workdays: 5 working days
" Candidates who are willing to consider relocation to Chennai are encouraged to apply. Immediate joiners and candidates serving a short notice period are highly preferred."
Role overview
We are an IT Managed Service Provider looking for an IT Service Desk Lead to run our multi-client service desk from our Chennai office during UK business hours. You will lead a team of L1/L2 analysts supporting several clients at once, each with its own contract, SLAs, ITSM workflows and escalation paths.
The role blends hands-on technical troubleshooting with people leadership, contract-driven SLA delivery, ITIL process ownership and client-facing service reviews. You will help onboard new clients to the desk and grow our footprint within existing accounts.
Key roles and responsibilities
Team leadership and people management
- Lead, mentor and motivate a team of L1/L2 analysts working across shared (multi-client) and dedicated client pods.
- Plan shift rosters, leave cover and skill mix so every client is covered by trained analysts through UK business hours.
- Cross-train analysts on multiple client environments to reduce single points of failure.
- Conduct daily huddles, one-to-ones, monthly performance reviews and annual appraisals.
- Run onboarding and client-specific training, and handle attendance, conduct and performance issues in line with HR policy.
Service desk operations
- Oversee the full ticket lifecycle for all clients across phone, email, chat and self-service portal channels.
- Monitor queues across multiple ITSM instances or client tenants in real time and prioritize work by each client's contract and SLA.
- Act as the escalation point for complex, high-priority, or client VIP issues.
- Provide hands-on L2 support across varied client environments: Windows/macOS, Microsoft 365, Active Directory/Entra ID, Intune, VPN, printers and end-user devices.
- Ensure accurate ticket categorization, client tagging and closure notes so billing and reporting are correct.
Multi-client delivery and onboarding
- Deliver each client's service in line with its contract, statement of work (SoW), SLAs and operating level agreements (OLAs).
- Maintain client runbooks, contact matrices, escalation paths and approved-change lists for every account.
- Lead the service desk side of new client onboarding and transition: knowledge transfer, SOP creation, tool setup, shadow and reverse-shadow phases, and go-live hypercare.
- Support client offboarding and handovers cleanly and securely.
- Track ticket volumes and effort per client to support capacity planning, resource billing and contract renewals.
- Flag out-of-scope requests and support change requests or upsell opportunities with the account team.
ITIL process management
- Own Incident, Service Request and Problem Management processes at the desk level, adapting to each client's ITIL maturity and workflows.
- Coordinate Major Incident response with internal resolver groups and client IT teams, and send timely, client-specific communications.
- Raise problem records for recurring issues and share trends across clients to prevent repeat incidents.
- Follow both our own and each client's Change Management procedures (including client CAB approvals).
- Maintain separate, client-specific knowledge bases and SOPs, plus a shared library of common fixes.
SLA, reporting and quality
- Track KPIs per client and across the desk: SLA compliance, first contact resolution, average handle time, backlog and CSAT.
- Prepare daily, weekly, and monthly client-specific performance reports, plus a consolidated view for internal management.
- Avoid and manage SLA breaches that carry contractual service credits or penalties.
- Carry out regular ticket quality audits and call/chat reviews, and give feedback to analysts.
- Lead monthly or quarterly service review meetings (MSRs/QBRs) with each client and agree service improvement plans.
Stakeholder and vendor management
- Act as the day-to-day service contact for multiple client IT managers and business users during the UK shift.
- Work closely with the Managers on client health, escalations, and renewals.
- Liaise with internal resolver groups (network, infrastructure, cloud, applications, security) and third-party vendors on behalf of clients.
- Manage client escalations and complaints professionally, through to resolution and root cause.
- Provide a clear shift handover to the next support team at the end of each shift.
Continuous improvement
- Identify automation, self-service and shift-left opportunities that can be reused across clients.
- Enforce strict client data segregation, access controls and confidentiality between accounts.
- Ensure the team follows information security, UK GDPR, ISO 27001 and each client's compliance requirements.
Skills and qualifications
Essential
- Bachelor's degree in Computer Science, IT, Engineering or a related field.
- 6–10 years of IT service desk or end-user support experience, with at least 2 years as a Team Lead or Shift Lead.
- Experience at an MSP or IT services company, supporting multiple UK or European clients at the same time.
- Proven ability to deliver against contractual SLAs, OLAs and service credits across different accounts.
- Strong working knowledge of ITIL processes: Incident, Request, Problem and Change Management.
- Hands-on experience supporting ITSM and RMM/PSA tool configuration and improvements (MSP Central, ManageEngine products) including multi-tenant setups.
- Solid technical skills in Windows 10/11, macOS, Microsoft 365, Azure Active Directory/Entra ID, Intune, basic networking and remote support/RMM tools, Endpoint Mgmt.
- Experience of client onboarding or service transition is a strong advantage.
- Excellent spoken and written English, with client IT managers confidence presenting to and senior stakeholders.
- Willingness to work the UK shift (12:30 PM – 9:30 PM IST) from the Chennai office, Monday to Friday.
Mandatory hands-on tool experience
- ManageEngine MSP Central: Day-to-day use of its RMM, PSA and ITSM features across multiple client accounts, including ticket queues, SLA rules, patch policies, remote access, automation scripts, asset discovery and client reporting.
- Zero Trust platform: Configuring and supporting Zero Trust access controls such as Microsoft Entra Conditional Access, MFA, device compliance policies, just-in-time privileged access and ZTNA (VPN-less) access to client applications.
- Microsoft 365: Administration across multiple client tenants: M365 admin centre, Entra ID, Exchange Online, Teams, SharePoint/OneDrive, Intune (including Autopilot) and Defender. Experience with Microsoft 365 Lighthouse and GDAP is an advantage.
- ThreatLocker endpoint management: Application allowlisting, Ringfencing, Elevation Control and Storage Control; running learning mode and policy rollout for new clients; and handling approval requests within SLA.
- ITIL processes: Running Incident, Service Request, Problem, Change and Major Incident Management in a multi-client service desk, including priority matrices, root cause analysis and CAB participation.
- ITAM (IT Asset Management): Maintaining hardware and software asset registers, tracking and reconciling licences (including M365), managing the asset lifecycle from deployment to secure disposal, and keeping the CMDB accurate.
Preferred certifications
- ITIL 4 Foundation (required or obtained within 6 months of joining)
- Microsoft 365 Certified: Modern Desktop Administrator / Endpoint Administrator Associate
- CompTIA A+, Network+ or HDI Support Center Team Lead
Behavioral competencies
- Customer-first mindset, with a calm approach under pressure.
- Ability to switch context quickly between clients with different priorities.
- Commercial awareness: understands scope, contracts and how service quality drives renewals.
- Coaching style of leadership that builds team capability.
- Clear, structured communication and reporting.
What we offer as IT Startup Organization
- Competitive salary + Health insurance for employee.
- Certification support (ITIL, Microsoft, CompTIA).
- Fixed weekends off (Saturday and Sunday).
- Clear career path to Service Desk Manager, Service Delivery Manager roles, with exposure to a wide range of client environments and technologies.
Click on Apply to know more.
