The Job

Lead Administrator (Support & Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · DevOps · QA och testning

Gå med för uppdateringar

I korthet

To diagnose and resolve complex technical issues, enhance customer feedback for support operations, and oversee daily IT Service Desk operations. This role ensures efficient incident and service request management, delivers high-quality customer support, and acts as a key point of coordination between users, technical teams, and management.

Ansvarsområden

  • Champion ITIL, security, and data privacy for well-documented solutions.
  • Provide support for complex incidents, perform root cause analysis, and implement solutions.
  • Maintain a comprehensive Knowledge Base, mentor junior analysts, and deliver training programs.
  • Contribute to positive customer experience and high CSAT scores through fast, accurate, and secure resolutions.
  • Proactively identify and address potential security vulnerabilities.
  • Manage daily Service Desk operations, including ticket queues, call handling, and workload distribution.
  • Ensure incidents and service requests are logged, prioritized, and resolved within defined SLAs.
  • Oversee resolution of major incidents (P1/P2) and act as an escalation point.
  • Coordinate with L2/L3 teams for faster issue resolution.
  • Lead, coach, and mentor Service Desk team members, driving performance improvements.
  • Conduct performance reviews, training, and development planning.
  • Monitor SLA/KPI adherence (First Contact Resolution, response time, etc.).
  • Ensure consistent, high-quality customer service delivery.
  • Drive continuous improvement through ITIL processes (Incident, Problem, Change Management).
  • Identify trends and implement corrective/preventive actions.
  • Act as the primary point of contact for escalations and stakeholder communication.
  • Prepare and present service performance reports and metrics.
  • Maintain accurate documentation and knowledge base.

Krav

  • Strong knowledge of ITIL/ITSM frameworks.
  • Experience in a Service Desk or IT Support leadership role.
  • Excellent communication, stakeholder management, and customer service skills.
  • Ability to manage high-volume ticket environments and SLA-driven operations.
  • Proficiency with ITSM tools (e.g., ServiceNow).
  • Strong problem-solving and analytical skills.
  • Act as the single point of accountability for Service Desk performance.
  • Drive customer satisfaction and operational efficiency.
  • Enable seamless coordination between business users and technical teams.

Förmåner

  • Supercharge your potential at HCLTech.
  • Find your career and spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#IT Service Desk#IT Support#ITIL#ITSM#Incident Management#Problem Management#Change Management#SLA Compliance#Team Leadership#Customer Service#Security Vulnerabilities
HCLTech Logo

Företag

HCLTech

Publicerade jobb

för 2 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Chennai, India

Sökande

Ansök tidigt