Information Technology Service Desk Team Lead

Job Description

Information Technology Service Desk Team Lead/Technical Services Support Team Lead - India

TMS Global are a wholly owned subsidiary of DS Smith, an International Paper company who are a listed multi-national packaging and display manufacturing business who are a leading global provider of corrugated packaging solutions. TMS Global is an outsourced provider of end-to-end Retail Marketing/POS and Packaging services and solutions Globally. We partner with our customers managing all retail POS categories as well and innovative and sustainable Packaging Solutions and Supply chain management globally as their single outsourced partner.

We are active in 97 markets globally and we are made up of just over 300 people who are spread internationally across APAC, LATAM, EMEA and NA.

TMSs Global family is growing and we have a fantastic opportunity for an experienced Technical Services Support Team Lead to join our IT Operations Support team in Gurgaon, India on a permanent basis.

About the Role

Within this role you will be joining an established shared service centre in Gurgaon, and an IT Services team of 5 which supports over 300 end users globally across all our regions.

You will be able to have hybrid working, where the hybrid work pattern will allow for up to 2 days working from home, 3 in the office on rotational shifts aligned to either US or EU shifts.

As the IT Technical Services Support Team Lead, you will be responsible for the day-to-day management of the Technical Support team and for the smooth running of the technical support service. This includes ensuring all processes, policies and procedures are continually followed, updated, and enhanced upon day-to-day and as the business continues to grow and develop. The Technical Services Support Team Lead is responsible for the line management of the entire Technical Support Team daily. This is both an internal and customer facing role, and you will demonstrate the ability to communicate and deliver effectively across multiple BAU objectives and projects.

We are looking for someone who can manage and lead a team and also someone who wants to deliver world class IT support to our internal customers and has an eye for how things can be constantly improved to ensure the highest standard of customer service is delivered.

Some of the responsibilities you will be doing Day to Day:

- You will be Provide and oversee exceptional and first-class remote, on site, and telephone based technical support at all times, building a rapport with internal and external customers and ensure this is reflected within the support team.
- Create and update policies, procedures and processes and ensuring those policies, procedures and processes are followed by the team and that any necessary or recommended changes and any significant breaches are investigated and escalated
- Management of all technical aspects of delivering support, across several key workflows.
- Managing, motivating, and leading the Service Desk team, including training, 1-2-1s and personal development for team members.
- Management of technical queries from within the team escalation point for any support escalations.
- Ensure ownership is taken of technical issues and that these are seen through to completion
- Implement methodologies to improve support resolution, manage customer perceptions, and build strong internal relationships.

To qualify for the role, you must have:

Technical & Operational Expertise

- Proven capability in managing IT service delivery in fast-paced, high-demand environments.
- Hands-on experience supporting hardware, software, and cloud-based services, including Microsoft Windows 10, Microsoft 365 (including Teams), Azure AD, and Intune.
- Familiarity with ITSM tools such as Zendesk and ServiceNow, with a strong grasp of IT service management principles.

Certifications & Frameworks

- ITIL Foundation V3 certification or equivalent understanding of ITIL-based service management practices.

Leadership & Team Management

- Demonstrated success in leading technical teams, including task delegation, performance coaching, and resource planning.
- Ability to foster a collaborative team culture and drive accountability and results.

Communication & Interpersonal Skills

- Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
- Confident and approachable demeanor, with strong stakeholder engagement and customer relationship management skills.
- Proficiency in English and the local language.

Strategic Thinking & Continuous Improvement

- Track record of identifying and implementing process improvements and driving operational efficiency.
- Experience in creating and refining IT support processes and procedures in collaboration with cross-functional teams.
- Strong planning and prioritisation skills, with a focus on outcomes and service excellence.

Vendor & Supplier Coordination

- Experience managing third-party suppliers and ensuring service level agreements are met.

Self-Management & Initiative

- Self-motivated and proactive, with the ability to work independently and make informed decisions under pressure.

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