Job Description

Manages the activities and personnel of the IT Support center (help desk). Ensures the operation is in accordance with the established procedures and practices. Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported. Recommends strategies and/or hardware/software enhancements to increase employee productivity. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Duties & Responsibilities:

Job Name: Helpdesk Shift Lead

Location: Pune

Experience 8-12 Years

About VIAVI Solutions

VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer’s most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks- like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets.

We are the people behind the products that help keep the world connected – at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers.

About the Role

The Helpdesk Shift Lead is responsible for delivering high-quality end-user support while providing day-to-day leadership for the help desk shift. This role combines hands-on technical troubleshooting with queue management, escalation handling, process adherence, and team coaching to ensure a consistent, customer-focused support experience.

• Provide day-to-day technical support for end users, including installation, configuration, and troubleshooting of laptops, desktops, and workstations.

• Deliver a customer-first support experience for hardware and application issues raised through the help desk.
• Ensure global help desk processes, standards, procedures, and SLAs are consistently followed and maintained.
• Lead the shift by mentoring help desk engineers and setting clear expectations through hands-on support.
• Monitor ticket queues, manage escalations, and drive timely resolution of support requests.
  • Coach team members on troubleshooting, customer handling, and service excellence.
  • Provide ongoing feedback and development support to help desk staff during the shift.
  • Collaborate with other IT teams to resolve issues and improve service delivery.
  • Apply sound knowledge of enterprise IT support operations and service management.

• Open to work in shifts as per operational needs

Key Responsibilities

• Use diagnostic tools to troubleshoot network, hardware, and software issues.
• Escalate issues to the appropriate experts and engage vendor support when needed to ensure timely resolution.
• Provide backup support to network and server teams as required.
• Guide end users on basic hardware, software, and peripheral usage.
• Maintain IT records and documentation for assigned areas of responsibility.
• Build strong knowledge of IT operations, systems, business processes, and company procedures.

Preferred Qualifications

• Strong verbal and written communication skills.
• Ability to communicate effectively across all levels of the organization.
• Team leadership and people management skills.
• Strong analytical, planning, and organizational skills.
• Customer-focused approach with a commitment to results.
• Willingness to learn, research, and continuously improve.

Required Skills

• Strong technical knowledge of current operating systems, desktop hardware, and support standards.
• Working knowledge of ITIL practices and service management tools such as ServiceNow.
• Hands-on experience in hardware and software troubleshooting, including Windows 11 and Microsoft 365 support.
• Working knowledge of Active Directory, Exchange, remote support tools, and peripheral devices.
• Strong interpersonal, listening, analytical, and problem-solving skills.
• Ability to work effectively with technical and non-technical teams, with minimal supervision.
• Strong time management skills with the ability to prioritize, stay professional under pressure, and follow standard operating procedures.

Why Join VIAVI

If you are ready to contribute, grow, and make an impact, we encourage you to apply and join our team.

VIAVI Solutions is an equal opportunity and affirmative action employer. We welcome applications from minorities, women, veterans, and persons with disabilities.

Pre-Requisites / Skills / Experience Requirements: