IT Support Team Lead

1 week ago

Cochin, Kerala, India beBeeHelpDesk Full time ₹ 12,00,000 - ₹ 15,00,000

Job Opportunity: IT Help Desk Supervisor

We are seeking a skilled and experienced IT professional to join our team as an IT Help Desk Supervisor. This role offers the opportunity to lead a team of technical experts, providing frontline support to users across the globe.

The successful candidate will be responsible for guiding team performance, managing day-to-day operations, and upholding service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

Main Responsibilities
  • Lead daily operations for a team of Service Desk Agents and Senior Agents, ensuring seamless support delivery 24/7.
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to meet stringent SLA requirements.
  • Provide expert guidance and support on complex or high-impact tickets escalated within your team.
  • Monitor ticket quality, documentation standards, and user communication, offering coaching and feedback as needed.
  • Conduct regular performance check-ins, promoting professional development through mentoring and constructive feedback.
  • Evaluate the effectiveness of onboarding and ramp-up processes for new hires, identifying areas for improvement.
  • Drive adoption of knowledge articles and contribute to ongoing enhancements of support documentation.
  • Analyze trends and recurring issues to pinpoint training gaps or process improvement opportunities.
  • Collaborate with peer Supervisors to maintain consistency in service delivery across teams.
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths.
  • Set a positive example in customer interactions during peak demand or critical incidents.
  • SUPPORT reporting needs by contributing team-level metrics and performance summaries.

Requirements:

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

PREFERRED QUALIFICATIONS:

  • Experience operating within a 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.
  • Familiarity with firm-specific applications such as CaseWare or CCH Axcess.

Work Environment & Shift Expectations:

  • Must be available to support rotational shifts as part of a global 24x7 model.
  • Responsible for leading and developing your assigned team, aligning with broader strategic objectives.
  • Expected to actively participate in cross-team collaboration, continuous improvement efforts, and company-wide initiatives.

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