Lead the Tech That Keeps Businesses Running Seamlessly
As a Technical Team Lead, you oversee service desk operations while handling senior technical escalations across Microsoft 365, Azure, networking, and security. You ensure SLA-driven delivery, guide your team's performance, and maintain high service quality.
This role is critical in ensuring seamless IT operations for global clients. Build a long-term global career with Emapta, where top 1% talent thrives in a top 1% environment-leading teams, solving complex challenges, and driving continuous improvement.
Job Overview
Employment type: Full time
Shift: Mid shift, 12:00PM to 8:00PM PHT (9:30AM to 5:30PM Delhi), Weekends Off
Work setup: Work From Home/Remote
Exciting Perks Await!
- Competitive package
- Medical life insurance
- Work from home arrangement
- Standard government and Emapta benefits
- Well-equipped, modern, and accessible offices
- Employee engagement initiatives
- Mentorship and exposure to global leaders and teams
- Diverse, inclusive, and supportive culture
- Transparent performance management
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
The Qualifications We Seek
- 3 to 5 years relevant experience
- Deep, practical expertise across:
- Microsoft 365 & Intune/Defender/Compliance
- Azure & Entra ID fundamentals and governance
- Networking (L2/L3, firewalls, VPN, Wi-Fi, DNS/DHCP)
- Security basics (MFA, CA, patching, EDR, incident triage)
- Telephony basics (Teams Phone/SIP/IVR)
- Solid ITIL knowledge (Incident/Problem/Change) and proven SLA discipline
- Excellent stakeholder communication-can translate technical incidents into clear business language
Nice-to-Have Certifications
- Microsoft: AZ-104, AZ-900, MS-102, SC-200/300, MD-102
- Networking: Fortinet NSE 4/5, Cisco CCNA, Meraki CMNA
- ITIL v4 Foundation or higher
Tools You'll Likely Use Here
- PSA/RMM (Autotask, Intune, Defender, Azure Portal, Entra ID, PowerShell, FortiGate/Meraki, Sentinel/Defender XDR, Datto/VEAM, Confluence/Notion, Jira/ServiceNow, Teams/SharePoint)
- Training budget & paid certs (Microsoft/Fortinet/ITIL)
Skills Information
Technical Skills
- Intune
- Microsoft 365
- Microsoft Defender
Soft Skills
- Accountability
- Accuracy And Precision
Your Daily Tasks
Team Leadership & Service Delivery
- Lead, coach, and roster a 10-15-person helpdesk (L1-L3), fostering a customer-first, fix fast, fix right culture
- Own incident, request, problem & change workflows (ITIL), daily standups, queue health, and escalation paths
- Run weekly 1:1s, skills matrices, career plans, and continuous improvement (playbooks, SOPs, runbooks)
- Manage vendor/MSP partner escalations and after-hours/on-call rotations
Technical Ownership (Level 3 Escalations)
- Microsoft 365/Intune/Defender: Advanced troubleshooting for Exchange Online, SharePoint/OneDrive, Teams, Conditional Access, MFA, Autopilot, device compliance, data loss prevention, mail flow, and identity issues
- Azure/Entra ID: RBAC, Azure AD/Entra ID, AVD/WVD basics, Azure networking (VNets, NSGs, VPN GW), backup & recovery, cost governance fundamentals
- Networking: Firewalls (Fortinet/Meraki), VLANs, DHCP/DNS, site-to-site and remote VPN, SD-WAN basics, Wi-Fi design & troubleshooting
- Security Basics: EDR/AV policy hygiene, patching cadence, hardening baselines, privileged access hygiene, incident triage, and first-response playbooks
- Telephony Basics: Microsoft Teams Phone, SIP trunks, number porting, call queues/IVR, and PBX integration at a support/escalation level
Process, Quality & Stakeholders
- Own SLAs/OLAs, CSAT, backlog ageing, and MTTR; drive RCA & post-incident reviews with corrective actions
- Partner with Account Managers and Projects for smooth handover from build → support; contribute to standards and reference architectures
- Maintain documentation (Confluence/Notion), CMDB/asset accuracy, and knowledge base articles the team can actually use
- Ensure compliance with client and internal policies (security, privacy, acceptable use)
KPIs / What Success Looks Like
- SLA attainment: ≥ 95% across priority classes
- CSAT: ≥ 4.7/5 (rolling 90 days)
- MTTR: ↓ 20-30% within first 90 days
- Backlog age: < 3 days for P3/P4; no stale P2s
- First Contact Resolution: ≥ 60% (L1/2) with strong KB usage
- Documentation coverage: 100% for top 50 recurring issues
- People: hiring plan executed; clear growth paths and skill matrices
How We Hire:
- 30-min screening (leadership & stakeholder comms)
- Technical interview
- Leadership deep-dive (coaching scenarios, incident comms)
- Final culture/bar-raiser
Delivering Reliable IT Solutions at Scale
Our client provides managed IT services and technology solutions designed to support businesses with reliable, scalable, and secure IT environments. They focus on delivering high-quality service desk support, cloud solutions, and infrastructure management. With a commitment to innovation and operational excellence, they help organizations stay resilient and competitive in a fast-evolving digital landscape.
Welcome to Emapta India-your gateway to professional excellence
At Emapta India, careers are built on stability, growth, and meaningful global exposure. Partner with international clients across industries while staying rooted in your home country. With a strong network of global partners, we create opportunities that empower professionals to thrive, innovate, and make a real impact. Join a community driven by ambition, collaboration, and long-term success-where your potential meets limitless global possibilities.
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