Desktop Support Lead

Job Description:

• Provide comprehensive technical support and guidance to the infrastructure team, ensuring smooth and efficient IT operations across the organization.
• Monitor and track progress of infrastructure-related projects, identifying potential risks and ensuring timely delivery according to defined milestones.
• Maintain detailed, accurate, and up-to-date documentation of all infrastructure processes, procedures, configurations, and technical standards to facilitate knowledge sharing and compliance.
• Enforce adherence to established IT policies, standards, and procedures among team members to maintain operational consistency and security.
• Support infrastructure workload by performing hands-on technical tasks, including troubleshooting hardware, software, network issues, and system configurations.
• Collaborate with cross-functional teams and external vendors to resolve complex technical issues, ensuring high-quality service delivery.
• Identify opportunities for process improvements and automation to enhance infrastructure reliability and efficiency.
• Provide training and mentorship to junior staff members to elevate team capabilities and knowledge base.
• Perform other duties as assigned by management to support overall IT and business objectives.

Experience & Skills:

• Extensive experience working with Windows operating systems, hardware components of workstations, and desktop application suites.
• Strong troubleshooting and problem-solving expertise within infrastructure environments, with a proven track record resolving complex technical issues.
• Experience working effectively with external vendors and partners to coordinate support, maintenance, and service delivery.
• Excellent documentation skills combined with the ability to communicate technical information clearly and concisely.
• Ability to manage multiple tasks simultaneously while maintaining attention to detail and a commitment to quality.
• Familiarity with industry best practices for IT service management and infrastructure support.

Key Responsibilities:

• Provide ongoing support to service desk agents to facilitate timely issue resolution and maintain exemplary customer service standards.
• Offer expert advice and foster collaboration among agents to resolve active tickets efficiently.
• Manage escalated service requests requiring advanced troubleshooting, ensuring thorough follow-up and closure.
• Coordinate effectively with other IT teams to resolve escalated issues and streamline communication channels.
• Act as an essential liaison between the service desk team and broader IT departments to promote transparency and cohesive workflow.
• Conduct weekly reviews of service desk call queues to prevent unauthorized changes and proactively address potential escalations.
• Track and report on service delivery performance metrics, including customer satisfaction and incident management statistics, facilitating continuous improvement.
• Lead initiatives to cultivate exemplary customer service practices throughout the service desk team.
• Generate and present detailed management and client reports reflecting service desk operations and outcomes.
• Communicate updates to processes and technical information promptly to team members to align with service desk guidelines.
• Conduct capacity planning exercises, including forecasting agent numbers and skill requirements to meet client service level agreements (SLAs).
• Develop and implement shift planning to ensure optimal coverage for service requirements around the clock.
• Facilitate training sessions to brief service desk agents on significant changes, deployments, and process enhancements affecting their workflows.
• Provide direct first-line support during peak periods or when additional expertise is essential to maintain service quality.
• Drive team development initiatives focused on enhancing skills, productivity, and operational efficiency through ongoing training and feedback mechanisms.
• Manage team resourcing by forecasting talent needs, recruiting appropriately skilled personnel, and ensuring thorough onboarding and capability development.
• Champion employee engagement by initiating programs that foster recognition, satisfaction, and motivation within the team.
• Promote diversity and inclusion across leadership and team structures, ensuring equal opportunities for career progression.
• Establish and monitor clear performance goals for team members, conduct fair and constructive reviews, and take proactive measures to address performance challenges.

Core Competencies:

• Client Centricity: Demonstrates a strong commitment to understanding and responding to client needs with empathy and professionalism.
• Passion for Results: Drives excellence and persistence in meeting targets and delivering high-quality outcomes.
• Execution Excellence: Effectively plans, prioritizes, and executes tasks to achieve objectives with precision and reliability.
• Collaborative Working: Builds and nurtures productive relationships within and across teams to foster collective success.
• Learning Agility: Adapts quickly to change, embraces continuous learning, and applies new knowledge effectively.
• Problem Solving & Decision Making: Utilizes analytical thinking and sound judgment to resolve complex issues and make informed decisions.
• Effective Communication: Communicates clearly, concisely, and respectfully, facilitating understanding and engagement among diverse audiences.

Work Environment and Culture:

At Infocrossing INC, within the BPS-IHS division, we foster a workplace culture grounded in innovation, collaboration, and continuous improvement. Our teams operate in dynamic environments that value diversity of thought and inclusive participation. Employees are empowered to contribute ideas and take ownership of their responsibilities while supported through ongoing professional development opportunities.

We promote work-life balance and holistic well-being, recognizing that our people’s diverse perspectives and experiences fuel our continued success. Our modern infrastructure and collaborative tools enable seamless teamwork both onsite and remotely, optimizing efficiency and connectivity.

Joining us means becoming part of a global business services community committed to delivering excellence and driving transformative digital initiatives. We invite individuals passionate about technology and service excellence to contribute their talents and grow as part of our progressive organization.

About Infocrossing INC and Diversity Commitment:

Infocrossing INC is a proud member of the Business Process Services sector, specializing in delivering innovative and reliable IT infrastructure solutions. As a forward-thinking partner in digital transformation, we emphasize reinvention and adaptability, encouraging every team member to evolve their skills and career pathways.

Our organizational values revolve around integrity, excellence, and respect for all individuals. We are dedicated to creating an inclusive workplace where diverse talents thrive and where innovative ideas are nurtured.

We actively encourage applications from candidates of all backgrounds, including individuals with disabilities. Our commitment to accessibility and equal opportunity ensures that every applicant is evaluated based on merit and potential, within a supportive recruitment environment.

Come join us at Infocrossing INC, where your ambitions are supported, your contributions are valued, and your career can flourish within a culture powered by purpose and reinvention.

The expected compensation for this role ranges from $46,000 to $48,000.

Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro’s standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law.

Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.