Senior IT Technical Lead

7 days ago

Thāne, Maharashtra, India beBeeTechnical Full time ₹ 1,80,00,000 - ₹ 2,00,00,000

Job Title: Technical Support Manager

  • We are looking for a seasoned technical support manager to lead our team of engineers in overseeing requests, incidents, and problems.
  • The ideal candidate will train, coach, and mentor junior staff members to improve their skills.
  • This role involves managing service availability and ensuring adherence to Service Level Agreements (SLAs).
  • The chosen individual will implement ITIL standards in service delivery practices.
  • This person will act as an escalation point for all requests and incidents.
  • The successful candidate will develop and mature phone/ticket/email escalation processes.
  • They will also lead IT and Support Helpdesk projects to ensure timely and quality completion.
  • Maintaining IT service desk policies, procedure documentation, records, and reports is another key responsibility.
  • Fostering positive relationships with end-users and cross-functional teams is essential.
  • The selected candidate will be responsible for developing and maintaining a Technical Support knowledge base.
  • Recruiting, selecting, orienting, and training employees to meet departmental staffing needs is also required.
  • Conducting regular check-ins with direct reports to monitor performance and progress is crucial.
  • This position also involves managing process for communicating outage/emergency activities to the organization.

Required Skills and Qualifications:

  • A graduate degree in Engineering/Technical discipline with knowledge of servers, desktop O.S., networking, firewall, Windows AD, Domain controller, and other relevant technologies is necessary.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an Enterprise environment is required.
  • 24X5/7 Global Support Operations ManagementITIL Certification is mandatory.
  • Microsoft and Azure Certification is an added advantage.
  • Strong leadership capability, deep IT/PC troubleshooting knowledge, excellent customer service skills, and problem-solving skills are essential.
  • Strong coordination skills to work with multiple cross-functions are necessary.
  • Proactive and creative, attention to detail, excellent research skills, and excellent English communication skills are required.

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