Technical Lead- Service Tech

Requisition Number: 105329 

Technical Team Lead – Service Desk (L2 / L3)
Location: The role will be a hybrid position, Delhi NCR, Hyderabad, Bangalore
Shift: US aligned shift, 6 PM- 3 AM IST

Insight at a Glance

• 14,000+ engaged teammates globally
• $8.2 billion in revenue in 2025
• Certified as a Great Place to work in 9 Countries in 2025
• Fortune 500 Company (No. 447) in 2025
• Received 25+ industry and partner awards in the past year
  
  

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions. 

Role Summary

The Technical Team Lead – Service Desk is responsible for leading and managing a team of Level 2 and Level 3 Services Technicians within a global, multi-tier Service Desk supporting a single enterprise client.

This role combines technical leadership, operational oversight, and people management (HR responsibilities) to ensure high-quality incident resolution, strong SLA performance, and continuous service improvement.

The Team Lead serves as the primary escalation point, coach, and operational owner for L2/L3 teams, driving shift-left initiatives, knowledge maturity, and reduction of escalations to engineering teams, while maintaining alignment with US-based leadership.

Key Responsibilities

1. Team Leadership & People Management (HR Ownership)

• Lead, manage, and develop a team of L2 and L3 Services Technicians in a 24x7 support model
• Perform full people management lifecycle, including:
• Hiring and onboarding in collaboration with HR and recruitment teams
• Performance management, goal setting, and regular evaluations
• Employee engagement, coaching, and career development planning
• Attendance, shift scheduling, and workforce coverage management
• Foster a high-performance, accountable, and customer-centric team culture
• Act as the first point of escalation for people-related concerns and disciplinary actions
  
  

2. Technical Leadership & Escalation Management

• Serve as the primary escalation point for high-impact or complex issues beyond standard L2 support
• Provide guidance on advanced troubleshooting across:
• Windows 10/11
• Microsoft 365 (Exchange Online, Teams, Outlook, SharePoint)
• Microsoft Entra ID (Azure AD), MFA, and identity services
• Endpoint management (Intune), VPN (Cisco AnyConnect), and hardware issues
• Partner closely with L3 technicians to resolve deep technical issues and reduce external escalations
• Ensure root cause analysis discipline and high-quality resolution documentation
  
  

3. Service Desk Operations & SLA Governance

• Oversee daily operations for L2/L2.5 queues, ensuring:
• SLA adherence (response, resolution, backlog management)
• Proper ticket triage, prioritization, and ownership
• High-quality ServiceNow documentation and hygiene
• Monitor and drive key performance metrics:
• MTTR, backlog, aging tickets
• First Level Resolution (FLR) / First Contact Resolution (FCR) improvements
• Escalation rates to L3 / engineering
• Coordinate with Level 1.5 teams to improve ticket quality and reduce rework
  
  

4. Shift-Left & Continuous Improvement Leadership

• Drive shift-left strategy by:
• Reducing ticket escalations through improved L2/L2.5 capability
• Enhancing L1.5 readiness via feedback and knowledge transfer
• Identify trends and recurring issues, partnering on problem management and RCA initiatives
• Lead service improvement initiatives focused on:
• Reducing repeat incidents
• Improving user experience and CSAT
• Increasing Service Desk resolution scope
  
  

5. Knowledge Management & Enablement

• Own knowledge management maturity across L2/L2.5:
• Ensure creation and maintenance of high-quality knowledge articles and SOPs
• Standardize troubleshooting approaches and documentation
• Conduct:
• Case reviews
• Technical coaching sessions
• Knowledge-sharing workshops
• Enable a self-sufficient team through structured learning and documentation

6. Client & Stakeholder Collaboration

• Act as a key liaison between India-based delivery and US leadership
• Provide operational updates, escalation briefings, and performance insights
• Support client governance meetings, reporting, and service reviews
• Ensure alignment with client-specific processes, compliance, and security standards
  
  

Required Qualifications & Experience

Experience

• 7–10+ years of experience in IT Service Desk / EUC support, preferably in an MSP environment
• Minimum 2–3 years in a leadership or supervisory role managing L2/L2.5 teams
• Proven experience in global delivery models (24x7 support)

Technical Skills

• Strong hands-on expertise in:
• Windows 10/11 enterprise environments
• Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint)
• Microsoft Entra ID (Azure AD), MFA, identity & access management
• Endpoint management tools (Intune) and remote support technologies
• Working knowledge of:
• ServiceNow ITSM (or similar platforms)
• ITIL-based service management practices

Leadership & Operational Skills

• Strong team management and coaching capability
• Demonstrated ability to drive SLA performance and operational metrics
• Experience managing escalations, major incidents, and cross-team coordination
• Ability to balance technical depth with operational leadership

Communication & Soft Skills

• Excellent English communication skills (mandatory) to support global users and US leadership
• Strong stakeholder management and executive communication capability
• High ownership, accountability, and decision-making ability
• Customer-first mindset with continuous improvement focus

Preferred Qualifications

• ITIL Foundation certification
• Microsoft certifications (e.g., MS-900, MD-102, Azure certifications)
• Prior experience managing distributed/global MSP teams
• Exposure to automation, reporting, or service optimization initiatives

What Success Looks Like in This Role

• Reduced escalations from L2/L2.5 to L3 through strong technical leadership
• Improved FLR/FCR, MTTR, and backlog health
• A highly engaged, well-trained team with low attrition
• Strong knowledge base driving shift-left outcomes
• High customer satisfaction and consistent SLA achievement

Work Environment

• Global service delivery supporting US-based stakeholders
• Fast-paced, SLA-driven MSP environment

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight India Location:Level 16, Tower B, Building No 14, Dlf Cyber City In It/Ites Sez, Sector 24 &25 A Gurugram Gurgaon Hr 122002 India