IT Support Team Lead Position Available

4 days ago

Cochin, Kerala, India beBeeLeadership Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
IT Support Manager Role

This position is responsible for overseeing all technical support requests, incidents, and problems. The ideal candidate will manage and coordinate urgent and complicated support issues.

Key Responsibilities:

  • Manage and coordinate urgent and complicated support issues.
  • Train, coach, and mentor technical support engineers.
  • Establish and implement service delivery practices in line with ITIL standards.
  • Act as escalation point for all requests and incidents.
  • Develop and mature phone/ticket/email escalation processes.
  • Lead projects related to IT and support helpdesk operations.
  • Maintain policies, procedure documentation, records, and reports for the IT service desk.
  • Manage IT assets and vendors on behalf of the organization.
  • Foster positive end-user and cross-functional relationships.
  • Develop and maintain technical support knowledge bases.
  • Recruit, select, orient, and train employees.
  • Conduct regular check-ins with direct reports and annual performance evaluations.
  • Provide data and reporting of key performance indicators (KPIs) and trends.
  • Review survey feedback to improve services and tools.

Requirements:

  • Bachelor's degree in engineering or a technical discipline, with expertise in servers, desktop operating systems, O365, networking, firewalls, Windows AD, domain controllers, etc.
  • A minimum of 15 years of total IT experience, with at least 5 years of experience in IT helpdesk/service desk management in an enterprise environment.
  • 24X5/7 global support operations management ITIL certification.
  • Strong leadership capability, deep understanding of IT/PC troubleshooting, excellent customer service skills, and problem-solving abilities.

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