IT Support Team Lead

1 day ago

Dombivli, Maharashtra, India beBeeIT Full time ₹ 12,20,000 - ₹ 16,40,000

Job Title: IT Support Team Lead

Overview:

This leadership role oversees daily operations of the global Service Desk, providing frontline oversight for a team of technical support agents.

The ideal candidate will guide team performance, manage shift scheduling, and uphold service delivery standards to drive faster resolution and better user experiences.

About the Position:

  • Lead daily operations for assigned teams of technical support agents
  • Manage workload balancing and real-time queue monitoring to ensure SLA adherence
  • Provide guidance on complex tickets and promote professional development through coaching and feedback
  • Conduct performance check-ins and mentor team members
  • Ensure effective onboarding of new hires and contribute to continuous improvement of support documentation
  • Analyze trends and identify training gaps or process improvement opportunities
  • Collaborate with peer leaders to ensure consistency in service delivery across teams
  • Partner with engineering and other support teams to streamline escalations and enhance resolution paths
  • Lead by example in customer interactions during peak demand or critical incidents

Required Skills and Qualifications:

  • Leadership and management experience in a technical support environment
  • Strong communication and interpersonal skills
  • Able to analyze problems and develop effective solutions
  • Ability to work under pressure and prioritize tasks effectively
  • Experience with ticketing systems and workflow automation tools

Benefits:

This role offers a competitive salary and benefits package, including opportunities for professional growth and development.

Other Information:

This is a full-time position requiring regular working hours and occasional overtime during peak periods.

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