Neurones IT Asia | 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 DetailsWorking location: Bangalore, IndiaWorking hours: rotational shift arrangement (24x7)

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