Careers at LTM
Engineer - Cloud & Infra Management
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Role description
Role Summary
The Service Desk Lead is responsible for managing daytoday service desk operations and ensuring consistent delivery of highquality enduser support across phone chat email selfservice and walkin channels The role drives SLA compliance customer experience operational discipline team productivity escalation handling knowledge management and continuous service improvement
Key Responsibilities
Service Desk Operations
Manage daily Service Desk operations across voice chat and selfservice support channels
Ensure incidents and service requests are logged categorized prioritized assigned and resolved within agreed SLA targets
Monitor ticket queues workload distribution aging tickets breached tickets and backlog trends
Drive firstcall resolution reduce repeat contacts and improve overall user experience
Ensure adherence to ITIL processes standard operating procedures and clientspecific support guidelines
Team Leadership
Lead mentor and coach Service Desk analysts and engineers to improve technical capability and service behavior
Conduct daily huddles oneonone discussions quality feedback sessions and performance reviews
Manage shift schedules leave planning roster coverage and resource allocation
Support recruitment onboarding knowledge transfer and readiness tracking for new team members
Build a culture of accountability urgency collaboration and customerfirst service delivery
Incident and Major Incident Management
Act as the first point of operational escalation for highpriority or aged tickets
Coordinate with resolver groups during priority incidents and support bridge call operations as required
Ensure timely stakeholder communication as needed during major incidents service interruptions and escalations
Participate in incident reviews RCA discussions and action tracking for recurring issues
Reporting and Governance
Prepare daily weekly and monthly operational reports covering SLA volume aging backlog quality and CSAT trends
Participate in service reviews governance meetings and operational performance discussions
Highlight risks dependencies staffing constraints process gaps and service improvement actions
Track operational actions to closure and provide timely status updates to leadership and stakeholders
Knowledge and Continuous Improvement
Ensure knowledge articles SOPs runbooks and troubleshooting guides are created reviewed and kept current
Drive shiftleft opportunities by improving knowledge usage selfservice adoption and automation readiness
Identify process optimization opportunities to improve productivity reduce AHT and enhance resolution quality
Support implementation of virtual agent chatbot AI assist and automation initiatives where applicable
Required Skills and Experience
CategoryRequirements
Technical SkillsStrong knowledge of Windows OS Microsoft 365 Active Directory VPN Citrix VDI Exchange Online Teams endpoint support and basic network troubleshooting
ITSM ToolsHandson experience with ServiceNow Ticketing Tool
Process KnowledgeWorking knowledge of Incident Request Problem Change Escalation and Knowledge Management processes
Leadership SkillsTeam management coaching escalation handling decisionmaking under pressure stakeholder communication and service ownership
Experience6 to 10 years of IT support experience including 3 to 4 years in a Service Desk Lead Team Lead role supporting enterprise users
Preferred Certifications
ITIL Foundation ITIL 4
Microsoft 365 Fundamentals MS900
PMP or PRINCE2 Foundation preferred
Leadership Expectations
The Service Desk Lead is expected to demonstrate ownership urgency empathy and operational rigor The role should proactively identify service risks coach the team toward better outcomes improve service maturity and ensure service delivery remains aligned with client expectations and business priorities
Skills
Mandatory Skills : Servicedesk
Good to Have Skills : Jira Service Desk, Windows Server
Other details
Actual compensation within the range will be dependent upon the individual''s skills, experience, performance and internal equity.
Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree ("LTIM"):
Benefits and Perks:
The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.
Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.
LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.
Benefits
Compensation range: $ 50,000.00 to 52,000.00 per year
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About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world's largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI - enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM - a Larsen & Toubro company - owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltm.com/careers/recruitment-fraud-alert
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| Location | Scottsdale, AZ |
| Salary | $50,000–$52,000 Per Year |
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