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IT Support Lead

IT Support Lead

Rigvedit

4 - 7 years

2 - 7 Lacs

ahmedabad

Posted:3 days ago| Platform:

Apply

Skills Required

team handling ticketing tools troubleshooting team leading sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Location:

About the Role:

Technical Support Team Lead

Key Responsibilities:

Lead and mentor the technical support team to deliver high-quality service.
Manage and prioritize support tickets using standard
ticketing tools
(e.g., Jira, ServiceNow, Zendesk, Freshdesk, etc.).
Troubleshoot hardware, software, and network-related issues efficiently.
Monitor team performance and ensure adherence to SLAs.
Collaborate with internal teams (Development, QA, Infrastructure) to resolve complex issues.
Generate regular reports on ticket trends, resolution times, and customer satisfaction.
Perform root cause analysis and suggest improvements in support processes.
Write and run
SQL queries
for issue analysis and reporting.
Conduct regular training sessions to upskill team members.

Required Skills & Qualifications:

Bachelors degree in IT, Computer Science, or a related field.
4+ years
of experience in
technical or IT support
, with at least
1 year in a team lead role
.
Strong knowledge of
ticketing tools
(e.g., Jira, ServiceNow, Freshdesk, or similar).
Excellent
troubleshooting
and
problem-solving
abilities.
Hands-on experience with
SQL
for data checks and issue diagnosis.
Good understanding of Windows, Linux, and basic networking.
Proven ability to
lead, motivate, and mentor
a support team.
Strong communication and coordination skills.

Thanks & Regards

Akanksha Gupta

HR Associate-Talent Acquisition

akanksha.gupta@rigvedit.com

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