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About the role
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, robust 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 workfo .
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