Group Lead

Role & responsibilities

• Team Management:

   Lead, mentor, and motivate a team of end-user support engineers to achieve performance goals and deliver high-quality IT support.

• Service Delivery:

   Ensure prompt resolution of IT incidents and service requests in alignment with defined SLAs and ITIL best practices.

• Ticket Management:

   Monitor and manage the service desk queue, ensuring appropriate prioritization and escalation of issues.

• Technical Guidance:

   Provide hands-on technical assistance and guidance to team members on hardware, software, and network-related issues.

• Performance Monitoring:

   Track and review team KPIs such as response time, resolution time, first-call resolution rate, and customer satisfaction scores.

• Process Improvement:

   Identify recurring issues, recommend process enhancements, and drive automation or knowledge base updates.

• Stakeholder Communication:

   Collaborate with internal IT teams, vendors, and business stakeholders to ensure seamless support and communication.

• Training & Development:

   Conduct regular training sessions to enhance technical and customer service skills of the support staff.

• Reporting:

   Prepare and present regular reports on team performance, ticket trends, and SLA adherence to management.

Preferred candidate profile

• Strong leadership and people management abilities.
• Excellent troubleshooting and problem-solving skills.
• Good understanding of ITIL processes and ITSM tools (ServiceNow, ManageEngine, etc.).
• Proficiency in supporting Windows, MS Office, networking, and end-user hardware.
• Effective communication and stakeholder management skills.
• Ability to work under pressure and manage high workloads efficiently.

Qualifications & Experience:

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 5–8 years of experience in IT support, with at least 2 years in a team lead or supervisory capacity.
• ITIL Foundation certification preferred.
• Experience with enterprise environments and remote support tools.