Service Desk Team Lead

About Atomic North

Atomic North Private Limited (www.atomicnorth.com) is the India-based global delivery organization supporting North American clients through its parent company, Supra ITS (www.supraits.com). Atomic North delivers services across Managed IT, Cloud, Cybersecurity, Application Services, and Business Operations, operating in a 247 global delivery model.

As an extension of client-facing teams, Atomic North takes end-to-end ownership of service outcomes, with a strong focus on operational discipline, clear communication, and consistent service quality. The organization serves as the central delivery and operations backbone for Supra's Managed IT, Application Services, and BPO businesses.

As an integral part of Supra ITS international ecosystem, Atomic North works in close collaboration with North American leadership teams, ensuring transparency, governance, and seamless global delivery.

About Supra ITS

Founded in 1999, Supra ITS is a globally trusted technology services partner delivering Managed IT Services, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing. Headquartered in Brampton, Ontario, Supra ITS operates across Canada, the United States, the United Kingdom, and India.

Supra's Network Operations Centers (NOCs) in Canada and India provide 247 coverage, ensuring operational continuity and a consistently high client experience.

Position: Service Desk Team Lead

Experience: 10+ Years (Minimum 4 Years as a Lead)

Location: NSEZ, Noida

Shift: Night Shift

Notice Period: Immediate to 15 Days

**Excellent Communication Skills required**

About the Role

As a Service Desk Team Lead, you will lead Atomic North's frontline IT operations team, supporting enterprise users across North America. This is a hands-on leadership role requiring both technical expertise and team management capabilities.

You will take ownership of service desk operations, ensure SLA compliance, mentor team members, and act as the key escalation point while collaborating with NOC, Infrastructure, and Security teams in a structured MSP environment.

What You'll Do

• Lead and manage the Service Desk team, ensuring high performance and SLA adherence
• Provide advanced technical support for laptops and end-user devices
• Act as the primary escalation point for complex technical issues
• Troubleshoot Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), file servers, and printers
• Own critical tickets from logging to resolution with complete accountability
• Monitor team performance, ticket queues, and service metrics
• Drive continuous service improvement and process optimization initiatives
• Mentor, coach, and guide junior engineers and analysts
• Ensure clear communication with end users and stakeholders
• Collaborate with cross-functional teams (NOC, Infra, Security) for issue resolution
• Maintain documentation, knowledge base, and reporting for leadership reviews

What You Bring

Technical Skills

• Strong expertise in Windows OS troubleshooting
• Deep knowledge of Microsoft 365 applications and services
• Experience supporting SharePoint, file access, and network printers
• Familiarity with remote support tools and ticketing systems
• Understanding of IT infrastructure and enterprise environments

Leadership & Professional Skills

• Minimum 4 years of experience leading Service Desk or IT Support teams
• Strong team management, mentoring, and stakeholder handling skills
• Excellent verbal and written communication
• Strong problem-solving and decision-making abilities
• Ownership mindset with high accountability
• Ability to manage escalations and critical incidents effectively
• Experience in SLA/KPI management and reporting

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft Modern Desktop, or similar
• ITIL certification or strong understanding of IT service management practices
• Prior experience in MSP or enterprise service desk environments

Rewards & Growth

This role includes performance-linked incentives along with structured career progression, leadership opportunities, and exposure to global delivery operations.

Why Join Atomic North

• Direct exposure to North American enterprise environments
• Opportunity to lead and scale high-performing teams
• Work with modern IT tools and platforms
• Clear KPIs, strong governance, and defined career paths
• Be part of a fast-growing global delivery organization