Senior Support Team Leader

3 days ago


Kollam, Kerala, India beBeeTechnical Full time ₹ 12,44,000 - ₹ 14,49,500

Job Overview

We are seeking an experienced IT Service Desk Supervisor to lead our global support team.

  • Lead daily operations for a team of agents and senior agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring
  • Provide guidance and support on complex tickets escalated within the team
  • Monitor ticket quality, documentation standards, and user communication
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within the team
  • 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 teams
  • Partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths

Key Requirements

  • 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 technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent
  • Proven ability to coach, develop, and support frontline staff in a high-volume environment

Desired Qualifications

  • Experience operating within a pod or 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

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