Support Team Leader

6 days ago

Kolkata, West Bengal, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000
Job Title: IT Support Team Lead

The IT Support Team Lead plays a critical role in ensuring seamless day-to-day operations of our global Service Desk. This position provides frontline oversight for a team of technical experts delivering 24x7 support to users worldwide.

This is a dynamic, challenging role that requires strong technical expertise and exceptional leadership skills. As part of our modern End User Services & Solutions organization, the Team Lead helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support.

  • Lead daily operations for your assigned pod of technical agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure service level agreement (SLA) adherence
  • Provide guidance and support on complex or high-impact tickets escalated within your pod
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your pod
  • Drive adoption of knowledge articles and contribute to continuous improvement of support documentation
  • Analyze trends and recurring issues to identify training gaps or process improvement opportunities
  • Collaborate with peer Team Leads to ensure consistency in service delivery across pods
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths

Requirements:

  • 5+ years of experience in IT support, with at least 1–2 years in a technical lead or supervisory role
  • Experience managing day-to-day performance and service delivery within a support team
  • Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment
  • Effective communicator who can lead with clarity, empathy, and accountability
  • Strong analytical and documentation skills with a focus on measurable outcomes

Preferred Qualifications:

  • Experience operating within a pod or team-based support model
  • ITIL Foundation certification or working knowledge of ITIL practices
  • Prior experience in a 24x7 support environment, especially across global time zones
  • Exposure to WFM tools or performance analytics platforms

  • Team Leader

    2 weeks ago

    Kolkata, West Bengal, India Tekpillar Full time

    Location KolkataJoin Our Team We are seeking a passionate and results-driven Team Leader for our Agency Channel Sales Department If you have 1 to 4 years of experience in core field sales and marketing within the BFSI domain we want to hear from you Key Responsibilities - Lead and motivate a team of sales agents to achieve targets - Develop and implement...

  • Team Leader

    1 week ago

    Kolkata, West Bengal, India Tata Aia Life Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Company DescriptionTata Aia Life, headquartered in Mumbai, Maharashtra, India, is a trusted and dynamic company in the life insurance sector. Known for its commitment to customer satisfaction and innovative insurance solutions, Tata Aia Life has built a strong reputation in the market. The company aims to provide reliable life insurance products and...

  • Team Leader

    2 weeks ago

    Kolkata, West Bengal, India Tekpillar Full time

    CTC Up to - 6 00 LPA Incentives BenefitsEmployment Type Permanent On-RollWe are hiring a Team Leader to drive sales and lead a team of insurance advisors Key Responsibilities - Lead and motivate a team to achieve sales targets - Build strong customer relationships - Ensure compliance with policies and regulations Requirements - 2 years of team...

  • Team Leader

    1 week ago

    Kolkata, West Bengal, India Imarque Solutions Full time ₹ 5,00,000 - ₹ 10,00,000 per year

    Roles and ResponsibilitiesUrgent openings for the positions of Team Leader(Sales/Collection) for Call CentreGood in team handling experience in Call centerGood knowledge of Dialers, APR reports, etc.Roaster management // Attrition management in the teamGood knowledge of Excel reports, MIS...EXPERIENCE: 1-4 yrsQualification: Minimum Graduation...

  • Team Leader

    5 days ago

    Kolkata, West Bengal, India Imarque Solutions Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Roles and ResponsibilitiesUrgent openings for the positions of Team Leader(Sales)) for Call CentreGood in team handling experience in Call centerGood knowledge of Dialers, APR reports, etc.Roaster management // Attrition management in the teamGood knowledge of Excel reports, MIS...EXPERIENCE: 1-4 yrsQualification: Minimum Graduation //DiplomaLanguage...

  • Human Resources And Team Leader

    1 week ago

    Kolkata, West Bengal, India Apex Digital Ventures Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionApex Digital Ventures is a recruitment and skill development firm headquartered in Dehradun, Uttarakhand. Founded in 2024, the company specializes in connecting top talent with suitable career opportunities across various industries. They offer personalized guidance, industry insights, and unmatched opportunities to help individuals unlock...

  • Senior Team Leader

    1 week ago

    Kolkata, West Bengal, India beBeeSeniorTeamLeader Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

    Job Title: Senior Team LeaderAbout the Role:We are seeking an accomplished senior team leader to spearhead a high-performing development team in crafting top-notch, scalable web applications.The ideal candidate will possess strong expertise in Laravel, excellent leadership skills, and the ability to deliver projects efficiently while upholding coding...

  • Team Leader

    1 week ago

    Kolkata, West Bengal, India Ganges KIA Full time ₹ 20,000 - ₹ 25,000 per year

    Job Summary:The Automobile Sales Team Leader is responsible for supervising, motivating, and guiding the sales team to achieve showroom targets. The role involves developing sales strategies, ensuring excellent customer service, monitoring team performance, and maintaining strong relationships with customers while complying with company and OEM standards.Key...

  • Team Leader

    7 days ago

    Kolkata, West Bengal, India Reliance Nippon Life Insurance Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    This job is provided by We're Hiring: Team Associate Are you a team player with great energy and a can-do attitude? Join our dynamic crew as a Team Associate and be part of something exciting What You'll Do Support daily team operations Organize, stock, and manage inventory Keep workspaces clean and efficient Provide top-notch support to team and...

  • Sales Team Leader

    1 week ago

    Kolkata, West Bengal, India Ciel HR Services Pvt Ltd Full time ₹ 3,00,000 - ₹ 4,50,000 per year

    ob OverviewThe Sales Team Leader plays a pivotal role in driving the sales team towards achieving revenue targets and enhancing customer satisfaction. This position is crucial for the sales department's success and the overall growth of the organization.ResponsibilitiesLead and motivate the sales team to meet and exceed sales targets.Develop and implement...