Team Lead

Job Description

Job Title: Team Leader Technical Support (Office 365 & Windows) Location: Hyderabad Experience Required: 4 8 years (Minimum 1–2 years in a Team Leader role on-papers) Job Type: Full-time | Rotational Shifts | Work from Office Job Description: We are seeking a dynamic and experienced Team Leader – Technical Support to manage a team of support professionals handling Office 365 and Windows-related issues for global customers. The ideal candidate should have strong leadership capabilities, hands-on technical knowledge, and experience working in a BPO or service desk environment. Key Responsibilities: Lead, coach, and mentor a team of 10–15 technical support agents. Oversee day-to-day operations and ensure team targets are met (AHT, CSAT, FCR, etc.). Manage escalations and provide resolution for complex Office 365 and Windows OS issues. Conduct regular performance reviews, feedback sessions, and training. Coordinate with quality and workforce teams to improve service delivery. Monitor call/ticket volumes, ensure SLA compliance, and report key metrics to management. Maintain documentation and contribute to knowledge base updates. Required Skills: Strong knowledge of Office 365 (Outlook, Teams, OneDrive, Exchange Online) Solid understanding of Windows OS (Windows 10/11 – configuration and troubleshooting) Experience in handling customer escalations and resolving high-priority incidents. Excellent communication, team handling, and analytical skills. Proficiency in ticketing tools (e.g., ServiceNow, Zendesk) and remote support tools. Preferred Qualifications: Bachelor’s degree in IT/CS or related field. Certifications like MCSA – Office 365, Microsoft 365 Certified, or ITIL Foundation. Prior experience in a technical support BPO process is mandatory. Immediate Joiners Preferred If aligned with the requirement call Anumeha @ +91 6376649769 Send resume to anumeha@manningconsulting.in