Helpdesk Shift Lead

About the role

Manages the activities and personnel of the IT Support center (help desk). Ensures the operation is in accordance with the established procedures and practices. Monitors performance of support personnel, reviewing response times, problem logs, and trends in problems reported. Recommends strategies and/or hardware/software enhancements to increase employee productivity. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Duties & Responsibilities: Job Name: Helpdesk Shift Lead Location: Pune Experience : 8-12 Years About VIAVI Solutions VIAVI (NASDAQ: VIAV) has a 90+ year history of technical innovations that have evolved to keep pace and address our customer's most pressing business issues. We make equipment, software, and systems that help to plan, deploy, certify, monitor, and optimize all kinds of networks - like those for mobile phones, service providers, large businesses and data centers. VIAVI is also a leader in high performance thin film optical coatings and engineered diffusers, providing light management solutions to anti-counterfeiting, consumer electronics, automotive, defense and instrumentation markets. We are the people behind the products that help keep the world connected - at home, school, work, at play, and everywhere in between. VIAVI employees are fierce about supporting customer success and we welcome people who bring their best every day to the company - to question, to collaborate and to push for solutions that will delight our customers. The Helpdesk Shift Lead is responsible for delivering high-quality end-user support while providing day-to-day leadership for the help desk shift. This role combines hands-on technical troubleshooting with queue management, escalation handling, process adherence, and team coaching to ensure a consistent, customer-focused support experience. Provide day-to-day technical support for end users, including installation, configuration, and troubleshooting of laptops, desktops, and workstations. Deliver a customer-first support experience for hardware and application issues raised through the help desk. Ensure global help desk processes, standards, procedures, and SLAs are consistently followed and maintained. Lead the shift by mentoring help desk engineers and setting clear expectations through hands-on support. Monitor ticket queues, manage escalations, and drive timely resolution of support requests. Coach team members on troubleshooting, customer handling, and service excellence. Provide ongoing feedback and development support to help desk staff during the shift. Collaborate with other IT teams to resolve issues and improve service delivery. Apply sound knowledge of enterprise IT support operations and service management. Open to work in shifts as per operational needs