Technical Support Leader

6 days ago

Ahmedabad, Gujarat, India beBeeTechnical Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Technical Support Lead

As a seasoned IT professional, you will oversee the entire technical support operation ensuring timely resolution of requests incidents and problems. This includes training coaching and mentoring junior engineers to ensure they have the necessary skills and knowledge.

Key Responsibilities:
  • Manage and coordinate urgent and complicated issues
  • Train and mentor junior engineers
  • Ensure service availability and SLA adherence
  • Establish and implement ITIL standards in service delivery practices
  • Act as escalation point for all requests and incidents
  • Lead IT and Support projects
  • Maintain IT service desk policies records and reports
  • Vendor management procurement repair and maintenance
  • Foster positive relationships and drive customer satisfaction
  • Develop and maintain technical knowledge base
Requirements:
  • Graduate degree in Engineering or Technical discipline with knowledge of servers desktop O.S. software applications server maintenance etc.
  • At least 15 years total IT experience with minimum 5 years experience in Helpdesk/Service Desk management
  • 24X7 Global Support Operations Management ITIL Certification
  • Microsoft and Azure Certification an added advantage
  • Strong leadership problem-solving skills communication skills coordination skills research skills English communication skill customer-centric problem solver critical thinker

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