Job
Description
Job Summary: We're seeking a highly skilled, experienced, and customer-focused Team Leader IT Support to lead and mentor our Desktop Support and IT Helpdesk team in Nashik. You'll be responsible for overseeing daily IT support operations, ensuring high-quality technical assistance, managing team performance, and driving continuous improvement in service delivery. The ideal candidate will possess strong technical acumen, exceptional leadership abilities, and a commitment to fostering a productive and efficient IT environment. Key Responsibilities Team Leadership Mentorship: Lead, coach, and mentor a team of IT Support Engineers/Technicians, fostering a collaborative and high-performance work environment. Conduct regular one-on-one meetings and performance reviews, providing constructive feedback and identifying skill development needs. Assist in the recruitment, onboarding, and training of new team members. Manage team schedules, attendance, and leave requests to ensure adequate coverage. Operational Management Service Delivery: Oversee the daily operations of the IT Helpdesk and Desktop Support functions, ensuring timely resolution of tickets and adherence to Service Level Agreements (SLAs). Monitor ticket queues, prioritize urgent issues, and ensure efficient resource allocation. Act as an escalation point for complex technical issues, providing advanced troubleshooting and solutions. Implement and enforce IT policies, procedures, and best practices for support, security, and asset management. Problem Management Continuous Improvement: Analyze support trends, identify recurring issues, and implement proactive measures to reduce incidents. Contribute to the development and maintenance of IT knowledge base articles, troubleshooting guides, and user documentation. Recommend and implement improvements to IT support processes, tools, and technologies to enhance efficiency and user satisfaction. Communication Stakeholder Management: Communicate effectively with end-users, senior management, and cross-functional teams on IT-related matters, system outages, and resolutions. Liaise with vendors for hardware/software procurement, warranty claims, and specialized support. Provide regular reports on helpdesk performance, key metrics, and team achievements. IT Asset Inventory Management: Oversee the accurate tracking and management of IT assets, including hardware, software licenses, and peripherals. Ensure proper inventory levels and coordinate procurement as needed. This job is provided by Shine.com
