Information Technology Team Lead

2 weeks ago

Bengaluru, India Neurones IT Asia Full time

We are looking for IT Support - Team Lead to join our growing team in Bangalore.


Responsibilities :


  • Lead and supervise a team of IT support engineers, providing guidance, mentoring, and performance feedback.
  • Coordinate team schedules, workload distribution, and task assignments to ensure efficient operations.
  • Foster a positive and collaborative team environment, promoting knowledge sharing and continuous learning.
  • Provide high-level technical support to internal and external customers, addressing complex issues and ensuring timely resolution.
  • Troubleshoot and resolve hardware, software, and network-related problems for desktops, laptops, and other IT systems.
  • Act as an escalation point for critical issues, guiding team members in problem-solving and ensuring customer satisfaction.
  • Identify areas for process improvement within the support team and collaborate with stakeholders to implement changes.
  • Streamline support processes, develop best practices, and create documentation to enhance efficiency and productivity.
  • Evaluate support metrics and key performance indicators (KPIs) to drive continuous improvement and meet service level agreements (SLAs).
  • Build and maintain strong relationships with internal stakeholders and external customers.
  • Ensure that customer expectations are met and exceeded, and provide regular updates on issue resolution progress.
  • Proactively identify customer needs and recommend solutions to enhance their IT experience.
  • Conduct training sessions and knowledge-sharing activities to enhance the skills and expertise of team members.
  • Stay updated with the latest technologies, industry trends, and best practices, and share relevant information with the team.
  • Adhere to incident and change management processes, ensuring proper documentation and communication for all incidents and changes.
  • Participate in incident and change management meetings, providing insights and recommendations to improve service delivery .



Additional Details

  • Working location: Bangalore, India
  • Working hours: rotational shift arrangement (24x7)

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