Technical Support Team Lead

2 days ago

Madurai, Tamil Nadu, India beBeeLeadership Full time ₹ 60,00,000 - ₹ 80,00,000
Job Title:

Technical Support Team Lead

Job Description:

The Technical Support Team Lead plays a pivotal role in the daily operations of our global Service Desk, overseeing a team of agents delivering 24x7 support to users worldwide.

This position provides frontline oversight, guiding team performance and supporting escalation management. It upholds service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

As part of our modern End User Services organization, the Team Lead helps translate strategy into action, ensuring frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support.

Core Responsibilities:
  • Lead daily operations for assigned Service Desk Agents and Senior Agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence
  • Provide guidance on complex or high-impact tickets escalated within the 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 the 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 Supervisors to ensure consistency in service delivery across pods
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths
  • Lead by example in customer interactions during peak demand or critical incidents
  • Support reporting needs by contributing pod-level metrics and performance summaries

Key qualifications include strong technical knowledge, leadership skills, and ability to coach and develop staff in a fast-paced environment.

Qualifications:
  • 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role
  • Experience managing day-to-day performance and service delivery within a support team
  • Strong analytical and documentation skills with a focus on measurable outcomes
  • Effective communicator who can lead with clarity, empathy, and accountability

Preferred qualifications include prior experience in a 24x7 support environment, especially across global time zones.

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