IT Support Team Lead Position

2 weeks ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 18,00,000 - ₹ 25,00,000
Job Title: IT Support Team Leader

This role requires a highly experienced and results-oriented IT Service Desk Team Leader who will work collaboratively with peers and report directly to the service desk manager. The successful candidate will lead a global team of level 1 and level 2 service desk analysts, ensuring seamless, high-quality, 24/7 IT support from the global service centre.

Key Responsibilities:
  • Supervise, mentor, and develop a global team of service desk analysts at both level 1 and level 2.
  • Set clear performance objectives and provide consistent feedback through evaluations and reviews.
  • Foster a supportive, collaborative, and positive team culture.
  • Oversee day-to-day operations of the service desk, ensuring timely resolution of incidents and service requests.
  • Take ownership and manage major incidents effectively through team coordination and escalation handling.
  • Regularly monitor and optimize service desk performance metrics (first-call resolution rate, response times, backlog).
  • Coordinate digital handovers between shift leaders to ensure continuity of service.
Required Skills & Qualifications:
  • Minimum 5 years of IT support experience, including at least 3 years in a supervisory or managerial role.
  • Demonstrated success managing a team within a fast-paced, global service desk environment.
  • Comprehensive knowledge of IT infrastructure, system administration, and troubleshooting methodologies.
  • Proficiency with service desk management tools (e.g., ServiceNow, Jira, Zendesk).
  • Solid understanding and practical knowledge of ITIL frameworks; ITIL v4 certification preferred.

The ideal candidate has developed their career from the ground up within an IT service desk environment and possesses strong leadership, team development, and mentoring capabilities, as well as exceptional communication, interpersonal, and customer-service skills. They must be adaptable and responsive to new technologies and process evolutions, with strong analytical skills and ability to provide insightful reporting.

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