IT Support Team Leader

2 weeks ago

Nagpur, Maharashtra, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 15,00,000
Job Summary

The IT Service Desk Supervisor plays a pivotal role in the daily operations of our service desk.

This position oversees the frontline management for a team of Tier 1 and Senior Agents delivering round-the-clock support to users worldwide.

Main Responsibilities
  • Lead daily operations for assigned teams of Service Desk Agents and Senior Agents
  • Manage shift schedules, workload distribution, and real-time queue monitoring to ensure service level agreement adherence
  • Provide guidance and support on complex or high-impact tickets escalated within your team
  • Monitor ticket quality, documentation standards, and user communication, offering coaching as needed

Essential Qualifications:

  • 5+ years of experience in IT support, with at least 1–2 years in a leadership, senior agent, 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
Desirable Qualifications:
  • Experience operating within a team-based support model
  • ITIL Foundation certification or working knowledge of ITIL practices

Work Environment & Shift Expectations:

  • Must be available to support rotational shifts as part of a global 24/7 model
  • Responsible for leading and developing assigned teams, while aligning with broader team strategy

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