- Full Time
- Pune, IND
Viavisolutions at a glance
SEC filings mentioning "Viavisolutions": 2 — search EDGAR
Viavisolutions
Viavisolutions is seeking an experienced Helpdesk Shift Lead to join our support team in Pune. This full-time leadership position offers the opportunity to oversee technical support operations during your shift, mentor team members, and ensure customers receive reliable service across all support channels.
What This Role Involves
As Helpdesk Shift Lead at Viavisolutions in Pune, you'll lead helpdesk operations during assigned shifts, balancing hands-on technical support with team management responsibilities. You'll own ticket workflows, resolve escalated issues, maintain service-level agreements, and guide your team to deliver exceptional customer support across phone, email, and ticketing platforms.
Your Responsibilities
- Supervise helpdesk support specialists and coordinate daily shift activities
- Provide technical support to end-users and troubleshoot system issues
- Manage ticket escalations and monitor resolution progress against SLAs
- Track team performance metrics and ensure service quality standards
- Coach team members, deliver feedback, and identify training opportunities
- Investigate customer complaints and drive timely resolutions
- Manage shift handovers and document ongoing incidents for continuity
- Maintain accurate records of support interactions and technical documentation
Skills & Qualifications
- Demonstrated leadership experience managing technical support teams
- Proficiency with helpdesk and ticketing systems (ServiceNow, Jira, or equivalent)
- Sound technical knowledge of IT troubleshooting and customer support practices
- Strong communication and interpersonal capabilities
- Ability to prioritise multiple urgent issues and thrive under pressure
- Customer-focused mindset with commitment to first-contact resolution
- Experience working shift-based operations
- Solid problem-solving skills and attention to detail
Working at Viavisolutions
We foster a collaborative environment where technical expertise is valued and your leadership directly impacts customer success. Join a growing organisation where your contributions matter.
Next Steps
To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.
To apply for this job please visit viavisolutions.wd1.myworkdayjobs.com.
Explore Viavisolutions online
Working in Pune, Maharashtra
Weather right now in Pune, Maharashtra: checking… · Local time: · Air quality: · Daylight: · UV index: · Wind:
Pune, previously spelled in English as Poona, is a city in the state of Maharashtra in the Deccan Plateau in Western India. It is the administrative headquarters of the Pune district, and of Pune division. In terms of the total amount of land under its jurisdiction, Pune is the largest city in Maharashtra by area, with a geographical area of 516.18km2, though by population it comes in a distant second to Mumbai. According to the 2011 Census of India, Pune has 7.2 million residents in the metropolitan region, making it the seventh-most populous metropolitan area in India. The city of Pune is pa
Maharashtra is a state in the western peninsular region of India occupying a substantial portion of the Deccan Plateau. It is bordered by the Arabian Sea to the west, the Indian states of Karnataka and Goa to the south, Telangana to the southeast and Chhattisgarh to the east, Gujarat and Madhya Pradesh to the north, and the Indian union territory of Dadra and Nagar Haveli and Daman and Diu to the
🇮🇳 Relocation safety for India: High Risk — via Warnely, CC BY 4.0
National unemployment rate in India: 4.2% — via World Bank
- Elevation 552m (1,811 ft)
Source: Wikipedia (state)
Market context
- Similar listings in Pune, IND 1
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Accommodations: if you need a workplace accommodation to apply for or perform this job, see ADA.gov or EEOC.gov for guidance on your rights and how to request one.
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