{"id":1721784,"url":"https://alion.io/job/viavi-solutions-helpdesk-shift-lead","title":"Helpdesk Shift lead","company":{"id":58886,"name":"VIAVI Solutions","domain":"viavisolutions.com","url":"https://alion.io/company/viavi-solutions","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":30,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":true},{"name":"ITIL","optional":true},{"name":"ServiceNow","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-07-10T00:00:00Z","employer_posted_date":"2026-07-10","last_verified_at":"2026-10-12T15:28:13Z","board_verified":true,"closed_at":null,"days_open":95,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":94},"description":"Summary:\nManages 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:\nJob Name: Helpdesk Shift Lead\nLocation: Pune\nExperience: 8-12 Years\nAbout VIAVI Solutions\nVIAVI (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.\nWe 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.\nAbout the Role\nThe 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.\nProvide day-to-day technical support for end users, including installation, configuration, and troubleshooting of laptops, desktops, and workstations.\nDeliver a customer-first support experience for hardware and application issues raised through the help desk.\nEnsure global help desk processes, standards, procedures, and SLAs are consistently followed and maintained.\nLead the shift by mentoring help desk engineers and setting clear expectations through hands-on support.\nMonitor ticket queues, manage escalations, and drive timely resolution of support requests.Coach team members on troubleshooting, customer handling, and service excellence.\nProvide ongoing feedback and development support to help desk staff during the shift.\nCollaborate with other IT teams to resolve issues and improve service delivery.\nApply sound knowledge of enterprise IT support operations and service management.\n\nOpen to work in shifts as per operational needs\nKey Responsibilities\nUse diagnostic tools to troubleshoot network, hardware, and software issues.\nEscalate issues to the appropriate experts and engage vendor support when needed to ensure timely resolution.\nProvide backup support to network and server teams as required.\nGuide end users on basic hardware, software, and peripheral usage.\nMaintain IT records and documentation for assigned areas of responsibility.\nBuild strong knowledge of IT operations, systems, business processes, and company procedures.\nPreferred Qualifications\nStrong verbal and written communication skills.\nAbility to communicate effectively across all levels of the organization.\nTeam leadership and people management skills.\nStrong analytical, planning, and organizational skills.\nCustomer-focused approach with a commitment to results.\nWillingness to learn, research, and continuously improve.\nRequired Skills\nStrong technical knowledge of current operating systems, desktop hardware, and support standards.\nWorking knowledge of ITIL practices and service management tools such as ServiceNow.\nHands-on experience in hardware and software troubleshooting, including Windows 11 and Microsoft 365 support.\nWorking knowledge of Active Directory, Exchange, remote support tools, and peripheral devices.\nStrong interpersonal, listening, analytical, and problem-solving skills.\nAbility to work effectively with technical and non-technical teams, with minimal supervision.\nStrong time management skills with the ability to prioritize, stay professional under pressure, and follow standard operating procedures.\nWhy Join VIAVI\nIf you are ready to contribute, grow, and make an impact, we encourage you to apply and join our team.\nVIAVI Solutions is an equal opportunity and affirmative action employer. We welcome applications from minorities, women, veterans, and persons with disabilities.\nPre-Requisites / Skills / Experience Requirements:","description_format":"text","description_chars":4749,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Manufacturing","Test & Measurement Instruments","Homeland Security","Optics & Photonic Components"],"lifecycle":[{"event":"open","at":"2026-10-02T20:38:04Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.399,"p_room":0.28,"age_days":94,"expected_fill_days":31,"reasons":["conf:4","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/viavi-solutions-helpdesk-shift-lead","json_url":"https://alion.io/job/viavi-solutions-helpdesk-shift-lead.json","meta":{"generated_at":"2026-10-13T02:34:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3908,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58886},"rest":"https://alion.io/mcp/rest/get_company?id=58886"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fviavi-solutions-helpdesk-shift-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fviavi-solutions-helpdesk-shift-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fviavi-solutions-helpdesk-shift-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/viavi-solutions-helpdesk-shift-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fviavi-solutions-helpdesk-shift-lead"}]}