Technical Team Lead - nttlimited

Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Key Responsibilities:

• Oversee daily service desk activities, including ticket flow, workload distribution, backlog, and SLA performance.
• Assign, prioritize, and monitor incidents and service requests to ensure timely resolution.
• Support and coach team members on technical issues, customer handling, and process adherence.
• Act as the escalation point for complex or high-priority user issues.
• Coordinate with Level 2, Level 3, infrastructure, application, security, and vendor teams for issue resolution.
• Review ticket quality, documentation standards, and compliance with service desk processes.
• Manage shift coverage, handovers, attendance, and daily operational readiness.
• Identify recurring issues and recommend improvements to processes, tools, and knowledge articles.
• Prepare operational updates and performance reports for the Service Desk Manager.

Required Skills and Experience:

• Strong understanding of service desk operations, incident management, request fulfilment, and SLA monitoring.
• Good technical knowledge of desktop support, Microsoft 365, Active Directory, VPN, endpoint devices, and business applications.
• Strong leadership, coaching, communication, and escalation management skills.
• Ability to prioritize work, support team performance, and maintain service quality under pressure.
• Experience with ITSM tools such as ServiceNow is an advantage.
• 3–5 years of experience in IT support or service desk operations, preferably with senior analyst or team lead experience.
• ITIL Foundation certification is preferred.

Workplace type :

About NTT DATA NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

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