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Technical Support Team Lead

4 months ago

Bengaluru, India Power Bridge Full time

Job Summary:

As a Team Lead for the Tech Bar, you will be responsible for overseeing the day-to-day operations of our technology support centre. Your primary focus will be on providing exceptional technical support to our internal customers, ensuring timely resolution of their IT-related issues and inquiries. You will lead a team of support technicians, providing guidance, training, and support to ensure a high level of customer satisfaction. Additionally, you will collaborate with other IT teams to implement process improvements and drive efficiency in service delivery.

Key Responsibilities:

1. Technical Support Management:

- Provide hands-on technical support to internal customers, troubleshooting hardware, software, and network issues.

- Act as the escalation point for complex technical issues, providing guidance and assistance to support technicians as needed.

- Ensure that all support requests are logged, tracked, and resolved within established service level agreements (SLAs).

2. Team Leadership:

- Lead and motivate a team of support technicians, providing coaching, training, and feedback to foster their professional development.

- Delegate tasks effectively and ensure that team members are properly trained and equipped to perform their duties.

- Conduct regular performance evaluations and provide recognition and rewards for outstanding performance.

3. Customer Service Excellence:

- Promote a customer-centric culture within the Tech Bar team, emphasizing the importance of delivering exceptional service to internal customers.

- Monitor customer satisfaction metrics and take proactive measures to address any issues or concerns raised by customers.

- Identify opportunities for process improvements to enhance the overall customer experience.

4. Knowledge Management:

- Develop and maintain a knowledge base of common technical issues and their resolutions, ensuring that support technicians have access to the information they need to assist customers effectively.

- Provide ongoing training and updates to support technicians to keep them abreast of new technologies and best practices.

5. Collaboration and Communication:

- Collaborate with other IT teams, such as infrastructure, applications, and security, to resolve complex technical issues and implement system enhancements.

- Communicate regularly with stakeholders to provide updates on support activities, service performance, and upcoming changes or initiatives.

- Act as a liaison between the Tech Bar team and other departments to ensure alignment of priorities and expectations.

Qualifications/ requirement:

  • Bachelor's degree in information technology, computer science, or a related field; relevant certifications (e.g., CompTIA A+, ITIL) preferred.
  • 3+ years of experience in a technical support role, with at least 1 year in a leadership or supervisory capacity.
  • Strong technical knowledge of hardware, software, and networking technologies, with the ability to troubleshoot and resolve a wide range of technical issues.
  • Excellent leadership and interpersonal skills, with the ability to inspire and motivate team members to achieve their goals.
  • Exceptional customer service skills, with a focus on building positive relationships and exceeding customer expectations.
  • Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical audiences.
  • Strong problem-solving abilities and a proactive approach to identifying and addressing challenges.
  • Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.


How to Apply:

If you meet the qualifications and are enthusiastic about joining our team, please submit your resume to bhushan@powerbridge.in