Track Lead

Role Overview HCLTech is seeking an experienced Track Lead to join our End User Support team in Gautam Buddha Nagar. In this role, you will lead a remote desktop support group resolving L1.5 and L2 technical incidents. You will manage customer interactions, coordinate with cross-functional IT teams, and ensure high-quality service delivery for hardware and software systems. Key Responsibilities - Provide high-quality remote desktop support for complex L1.5 and L2 end-user issues - Lead a team of support specialists, managing schedules, objectives, and SLA compliance - Troubleshoot break-fix issues for laptops, smart card access, and imaging devices - Coordinate hands and eyes support with Network, Server, and Audio Visual teams - Train, coach, and guide support analysts in troubleshooting best practices and customer service - Maintain accurate incident documentation and resolve cancellations or escalations - Recommend operational enhancements to support tools and standard operating procedures Required Qualifications - Bachelor's degree in Information Technology, Computer Science, or equivalent field - Minimum of 5 years of experience in IT service desk or remote desktop support operations - Hands-on expertise in troubleshooting Windows OS, MS Office suite, and client software - Good understanding of active directory, smart card security, and print/scan devices - Exceptional communication, customer relation, and team leadership skills Why Join Us HCLTech is a global leader in design and technology services. We offer structured career growth, professional training courses, competitive compensation, and a highly collaborative team culture that rewards leadership and technical excellence.