Senior IT Technical Lead

2 days ago

Bharatpur, Rajasthan, India beBeeTechnical Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

Job Overview:

The Technical Support Director will lead a team responsible for delivering exceptional technical support to customers. This role involves managing and coordinating urgent and complicated support issues, ensuring 24/7 service availability, and adhering to Service Level Agreements (SLAs).

Key Responsibilities:

  • Manage and coordinate urgent and complicated support issues
  • Train, coach, and mentor L1/L2 Technical Support Engineers in advanced problem-solving skills and ITIL best practices
  • Ensure 24/7 service availability by maintaining efficient workflows, minimizing downtime, and resolving complex issues promptly
  • Develop and mature phone/ticket/email escalation processes to ensure seamless issue resolution
  • Act as an escalation point for all requests and incidents, providing expert guidance and support to junior technicians
  • Lead cross-functional teams to implement process improvements, optimize technical operations, and enhance customer satisfaction
  • Collaborate with vendors to manage procurement, repair, and maintenance of IT assets
  • Maintain accurate records, reports, and documentation of IT service desk policies and procedures
  • Recruit, select, orient, and train employees to meet departmental staffing needs
  • Conduct regular check-ins with direct reports to monitor performance, track progress, and provide constructive feedback
  • Provide data and reporting of Key Performance Indicators (KPIs) and trends to stakeholders

Required Skills and Qualifications:

  • Graduate in Engineering or Technical discipline with expertise in servers, desktop operating systems, O365, networking, firewalls, Windows AD, Domain controllers, PC/Laptop/Server Hardware, Tablets, software applications, server maintenance, and other related technologies
  • At least 15 years of total IT experience, including 5+ years in IT Helpdesk/Service Desk management in an Enterprise environment
  • ITIL Certification with experience in leading global support operations
  • Microsoft and Azure Certification is an added advantage
  • Strong leadership capabilities, excellent communication skills, and deep understanding of IT/PC troubleshooting and problem-solving techniques
  • Ability to work effectively in a fast-paced environment, prioritize tasks, and meet deadlines

Preferred Candidate Profile:

  • Customer-centric mindset with a focus on delivering exceptional service
  • Proactive and creative approach to problem-solving, with strong analytical and research skills
  • Excellent English communication skills (both written and verbal)
  • Ability to adapt to changing technology landscapes and industry trends
  • Strategic thinker with a focus on process improvement and efficiency gains

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