Job Summary : Service Desk Lead (L1)
Job Description : The Service Desk Lead (L1) is responsible for overseeing day-to-day service desk operations, ensuring SLA adherence, managing L1 support analysts, driving customer satisfaction, handling escalations, and continuously improving service delivery processes while serving as the primary bridge between end users and higher-level support teams.
Job Responsibilities : • Lead and manage the Level 1 (L1) Service Desk team. • Ensure timely logging, categorization, prioritization, and resolution of incidents and service requests. • Monitor ticket queues and ensure SLA compliance. • Manage shift schedules and resource allocation for 24x7 support environments. • Act as the first escalation point for unresolved issues. • Ensure proper incident lifecycle management according to ITIL standards. • Coordinate major incident communications and escalations. • Drive quick restoration of services by collaborating with L2/L3 support teams. • Monitor recurring incidents and recommend preventive actions. • Coach, mentor, and develop Service Desk analysts. • Conduct performance reviews and provide continuous feedback. • Ensure high customer satisfaction through effective service delivery. • Handle escalated customer concerns professionally. • Track KPIs and service desk metrics. • Prepare daily, weekly, and monthly operational reports. • Analyze trends related to incidents, requests, and user satisfaction. • Support audits and compliance requirements. • Identify opportunities for automation and service improvements. • Maintain and improve knowledge base articles. • Implement corrective and preventive actions based on trend analysis.
Skill Requirement : • ServiceNow • Incident, Request, Problem, and Change Management. • Microsoft 365 / Office 365 administration. • Windows Desktop and Laptop Troubleshooting. • Basic Networking (TCP/IP, DNS, DHCP, VPN). • Remote Support Tools (Teams, BeyondTrust, AnyDesk, SCCM, Intune). • ITIL Foundation certification preferred. • Incident and Major Incident Management. • Team management and coaching. • Workforce planning and scheduling. • Escalation management. • Decision-making and problem-solving. • Conflict resolution. • Root Cause Analysis (RCA). • Service performance monitoring. • Reporting and dashboard analysis. • Customer handling and stakeholder management. • Executive-level reporting capability. • Good presentation and documentation skills.
Other Requirement : 24 X 7 Global Support
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
