Team Lead IT Support

Hemmersbach

7 - 12 years

10 - 15 Lacs

bengaluru

Posted:6 days ago| Platform:

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Skills Required

team management leadership it helpdesk service desk management it service desk technical support

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role & responsibilities

Lead the IT Helpdesk team, ensuring that all KPI's are achieved with biggest attention to customer satisfaction
Conduct quality checks of tickets, identify patterns and global issues in order to improve the process
Provide training, development, and coaching to Team members ensuring they possess the correct knowledge and skills required to provide accurate, relevant information and guidance
Identify opportunities for and implement improvements to the ongoing development of the team
Act as an escalation point for complex technical issues
Collaborate with other IT teams to ensure seamless support and service integration

Preferred candidate profile

Proven experience in IT support/helpdesk roles, with at least 2 years in a leadership or supervisory position
Strong technical knowledge of Windows OS, Microsoft 365, Active Directory, and common workplace infrastructure
Excellent communication and interpersonal skills with a customer-focused mindset
Very good English skills both written and verbal
Strong analytical and troubleshooting skills, with the ability to handle escalations effectively
Current working knowledge of IT Service Management Best Practices
ITIL certification or equivalent is a plus

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