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Technical Team Lead - Service Desk

Minutes to Seconds Pty LtdBengaluru, Karnataka, India

18 hours ago

Job description

Role Summary

You’ll lead a high-performance Service Desk. (L1–L3) delivering SLA-driven support to SMB / Enterprise clients. This is a hands-on leadership role : 60% team management & service delivery, 40% senior technical escalation across Microsoft 365, Azure, networking, security fundamentals, and telephony basics (Teams Phone / SIP).

Key Responsibilities

Team Leadership & Service Delivery

Lead, coach, and roster a 10–15-person helpdesk (L1–L3), fostering a customer-first, “fix fast, fix right” culture.
Own incident, request, problem & change workflows (ITIL), daily stand ups, queue health, and escalation paths.
Run weekly 1 : 1s, skills matrices, career plans, and continuous improvement (playbooks, SOPs, runbooks).
Manage vendor / MSP partner escalations and after-hours / on-call rotations.

Technical Ownership (Level 3 Escalations)

Microsoft 365 / Intune / Defender : Advanced troubleshooting for Exchange Online, SharePoint / OneDrive, Teams, Conditional Access, MFA, Autopilot, device compliance, data loss prevention, mail flow, and identity issues.

Azure / Entra ID : RBAC, Azure AD / Entra ID, AVD / WVD basics, Azure networking (VNets, NSGs, VPN GW), backup & recovery, cost governance fundamentals.

Networking : Firewalls (Fortinet / Meraki), VLANs, DHCP / DNS, site-to-site and remote VPN, SD-WAN basics, Wi-Fi design & troubleshooting.

Security Basics : EDR / AV policy hygiene, patching cadence, hardening baselines, privileged access hygiene, incident triage, and first-response playbooks.

Telephony Basics : Microsoft Teams Phone, SIP trunks, number porting, call queues / IVR, and PBX integration at a support / escalation level.

Process, Quality & Stakeholders

Own SLAs / OLAs, CSAT, backlog ageing, and MTTR; drive RCA & post-incident reviews with corrective actions.

Partner with Account Managers and Projects for smooth handover from build → support; contribute to standards and reference architectures.

Maintain documentation (Confluence / Notion), CMDB / asset accuracy, and knowledge base articles the team can actually use.

Ensure compliance with client and internal policies (security, privacy, acceptable use).

Requirements

Required Skills & Experience

6–10+ years in IT support with 2–4+ years leading / mentoring a service desk or NOC (MSP experience strongly preferred).

Deep, practical expertise across :

Microsoft 365 & Intune / Defender / Compliance

Azure & Entra ID fundamentals and governance

Networking (L2 / L3, firewalls, VPN, Wi-Fi, DNS / DHCP)

Security basics (MFA, CA, patching, EDR, incident triage)

Telephony basics (Teams Phone / SIP / IVR)

Solid ITIL knowledge (Incident / Problem / Change) and proven SLA discipline.

Excellent stakeholder communication—can translate technical incidents into clear business language.

Nice-to-Have Certifications

Microsoft : AZ-104, AZ-900, MS-102, SC-200 / 300, MD-102

Networking : Fortinet NSE 4 / 5, Cisco CCNA, Meraki CMNA

ITIL v4 Foundation or higher

Tools You’ll Likely Use Here

PSA / RMM (Autotask, Intune, Defender, Azure Portal, Entra ID, PowerShell, FortiGate / Meraki, Sentinel / Defender XDR, Datto / VEAM, Confluence / Notion, Jira / ServiceNow, Teams / SharePoint)

KPIs / What Success Looks Like

SLA attainment : ≥ 95% across priority classes

CSAT : ≥ 4.7 / 5 (rolling 90 days)

MTTR : ↓ 20–30% within first 90 days

Backlog age :

First Contact Resolution : ≥ 60% (L1 / 2) with strong KB usage

Documentation coverage : 100% for top 50 recurring issues

People : hiring plan executed; clear growth paths and skill matrices

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Technical Team Lead • Bengaluru, Karnataka, India

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