Sr Administrator (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support

In short

Lead the offshore technical support team, ensuring efficient operations, timely resolution of incidents and requests, and customer satisfaction. Provide technical guidance, manage team performance, and drive continuous service improvement through trend analysis, automation, and proactive problem prevention.

Responsibilities

Lead daily operations of the Virtual IT Point support team across assigned shifts.
Allocate workload, monitor ticket queues, manage priorities, and ensure incidents and requests are resolved within agreed SLAs and OLAs.
Provide technical direction and hands-on support for complex issues involving end-user devices and related technologies.
Own major and high-priority escalations, coordinate with resolver groups, and provide status updates to customers and stakeholders.
Review ticket quality and troubleshooting accuracy, coaching team members on identified gaps.
Track service metrics including SLA compliance, backlog, ageing, and customer satisfaction.
Conduct daily operational reviews, shift handovers, and team huddles.
Identify recurring incidents and service risks, supporting root-cause analysis and coordinating preventive actions.
Maintain and improve knowledge articles, standard operating procedures, and troubleshooting guides.
Drive continual service improvement through process standardization and automation.
Coordinate with various cross-functional teams like Service Desk, Network, Security, and EUC.
Ensure compliance with information security policies, audit requirements, and asset management processes.
Support resource planning, roster management, training, and skill development.
Prepare operational reports and present service performance and improvement plans to management and customers.
Participate in change, problem, incident, request, and major incident management activities according to ITIL practices.

Requirements

Minimum 7–9 years of experience in end-user computing, remote technical support, service desk, or a similar IT support function.
At least 2–3 years of experience leading or supervising a technical support team.
Experience managing ITSM ticket queues, SLA performance, escalations, shift operations, and customer communication.
Hands-on experience with ServiceNow or a comparable ITSM platform.
Demonstrated experience with remote-support tools, endpoint technologies, VDI platforms, IMACD lifecycle activities, and IT asset processes.
Proven ability to coach team members, manage customer expectations, and coordinate across geographically distributed support teams.

Desired Qualifications

Bachelor’s degree or equivalent qualification in Computer Science, Information Technology, or a related discipline.
ITIL Foundation certification is preferred.
Relevant certifications in Microsoft, Citrix, VMware, endpoint management, or service management are advantageous.

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
HCLTech puts its people first, knowing that helping customers stay on top starts by putting its people first.

Skills

VDICitrixVMware HorizonMicrosoft Remote DesktopServiceNowITIL

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About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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