Team Lead IT Support

2 weeks ago

Bengaluru, India Hemmersbach Full time

Role & responsibilities

  • Lead the IT Helpdesk team, ensuring that all KPI's are achieved with biggest attention to customer satisfaction
  • Conduct quality checks of tickets, identify patterns and global issues in order to improve the process
  • Provide training, development, and coaching to Team members ensuring they possess the correct knowledge and skills required to provide accurate, relevant information and guidance
  • Identify opportunities for and implement improvements to the ongoing development of the team
  • Act as an escalation point for complex technical issues
  • Collaborate with other IT teams to ensure seamless support and service integration

Preferred candidate profile

  • Proven experience in IT support/helpdesk roles, with at least 2 years in a leadership or supervisory position
  • Strong technical knowledge of Windows OS, Microsoft 365, Active Directory, and common workplace infrastructure
  • Excellent communication and interpersonal skills with a customer-focused mindset
  • Very good English skills both written and verbal
  • Strong analytical and troubleshooting skills, with the ability to handle escalations effectively
  • Current working knowledge of IT Service Management Best Practices
  • ITIL certification or equivalent is a plus

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