Walk-in || Team Leader-Helpdesk

We are hiring at Sakon!!

Role Overview:

Team Lead - Helpdesk

Key Responsibilities:

• Leadership & Supervision:

  Lead, mentor, and motivate the Helpdesk team; conduct 1-on-1s, performance reviews, and assist in recruitment, training, and onboarding.

• Operational Oversight:

  Monitor daily operations, ticket resolution times, service levels (SLAs), and customer satisfaction metrics to ensure timely resolution.

• Customer Support & Escalations:

  Handle escalated support requests and complex issues requiring advanced technical knowledge or exceptional customer service, and attend client meetings.

• Process Improvement:

  Analyze performance data to identify trends, optimize processes, and create knowledge base articles and self-help resources.

• Technical Oversight:

  Troubleshoot and resolve technical issues related to mobile devices, software, network connectivity, and ticketing systems.

• Shift Flexibility:

  Be flexible to work in rotational shifts, including evening, night, and weekend shifts.

Candidate Expectations / Requirements:

• Experience:

  Proven experience in a helpdesk or technical support role, with

  at least 2+ years in a supervisory or team lead position

  .

• Work Mode:

  Hybrid (Pune, India).

• Communication:

  Excellent verbal and written communication skills in English (neutral accent preferred).

• Core Skills:

  Experience handling international voice support and chat/email processes, strong customer service orientation, and problem-solving abilities under high pressure.

• Technical Skills:

  Strong PC skills (especially MS Office), adaptability to different software, and proficiency with helpdesk ticketing systems.

Benefits & Perks at Sakon:

• Hybrid Working Options
• Flexible Holiday Policy (choose your own holidays)
• Life & Medical Insurance
• Focus on Skill Development & Certification Reimbursements
• Wifi & Mobile Bill Reimbursement
• Employee Well-being Activities

satyam.chauhan@sakon.com