Technical Team Lead

Location - Vadodara, Gujarat.

Experience - Overall 6 Years, 2 years relevant in Team leading

Shift Timings - General Shifts

Lead and manage a team of end-user support professionals, fostering a collaborative and high-performance environment.

Oversee the end-to-end delivery of technical assistance, troubleshooting, and user-focused solutions, ensuring timely resolution of issues.

Establish, monitor, and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain service quality.

Serve as the final escalation point for complex technical issues related to hardware, software, peripherals, and network support.

Develop, document, and maintain Standard Operating Procedures (SOPs) and ensure team adherence.

Coordinate with cross-functional teams, vendors, and stakeholders to ensure seamless service delivery and alignment with business objectives.

Implement and maintain ITIL-based service management practices, including incident, problem, and change management.

Identify recurring issues and drive proactive solutions and continual service improvement initiatives.

Oversee training and upskilling of support staff, conducting regular performance reviews and mentorship.

Manage vendor relationships, hardware/software procurement, and license compliance.

Maintain accurate documentation and generate regular reports on service performance, user satisfaction, and issue trends.

Ensure compliance with organizational policies, security standards, and best practices.

Support project delivery, resource allocation, and risk management for IT support initiatives

REQUIREMENTS

Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).

6+ years of experience in IT support, with at least 2 years in a team lead or supervisory role.

Strong technical expertise in end-user computing, system administration, and troubleshooting across hardware, software, and networks.

Experience with ITIL framework and service management tools (e.g., ServiceNow, Manage engine).

Experience managing SLAs, KPIs, and driving service improvements.

Vendor management and contract negotiation experience.

Interested candidate please share your resume on divya.nair@laurengroup.ai or contact 7045669766