IT Technical Support Team Lead

Base Location

Gurgaon-Infospace-Unit-III

Team Name

Tech Support

Domain

IT EIS

Title

Senior Associate L1

Minimum Experience

5 Year

Maximum Experience

8 year

Project Overview

Technical Support

Deliverables

• People Management
• Quality Management
• Stakeholder management
• Metrics reporting - Service Now / PowerBI. SLA management

Title

Senior Associate L1

Skills (must have)

• B.Tech or other graduation in Information and technology degree is must.
• MCP certification
• ITIL process knowledge
• Excellent communication, motivational, and interpersonal skills.
• Demonstrate ability to work well under pressure
• Ability to develop, implement and assess performance metrics
• Proven record of boosting team performance and employee retention rates
• Strong leadership and organizational abilities.
• Ability to work in fast paced self-directed environment
• Familiarity with remote desktop applications and help desk software (eg. Bomgar)
• 24x7 support model and rotational shifts
• ServiceNow Knowledge

Skills (good to have)

• Outstanding customer service skills and dedication to providing exceptional customer care
• Additional certification in Microsoft, ITIL or similar technologies is a plus

Responsibilities

Operations

• Develop processes, practices, and SOP for the operational efficiency
• Be the point of contact when it comes to technical escalations
• Leading Audits and ensuring team clears them
• MIS and Data Analyst Expert
• Review all technical support related processes and documentation for continuous improvement
• Preparing Weekly/Monthly Roster
• Meeting with Functional track on Quarterly basis
• Writing progress reports and delivering presentations to the relevant stakeholders.
• Ensure that ticket queues are managed effectively

People & Team Management

• Communicate expectations, assignments, and responsibilities clearly and professionally
• Assist in the creation of the team KPIs as well as monitor and report on results
• Sharing feedback with team on Quarterly/monthly basis with documented feedback
• Weekly team huddle with documented MOM with historical data
• Process KT Download & Access Provisioning for new hires & terms
• Attrition control
• Use gamification, empowerment, trust, and other strategies as appropriate to develop and motivate team members

Project Implementation

• Liaising with team members, management, and clients to ensure projects are completed to standard.
• Ensure projects are completed in defined time frame and ensure all updates should be given to team
• Documentation of new process and workflow