Customer Support Team Lead

10 hours ago

Hyderabad, Telangana, India beBeeLeadership Full time ₹ 9,00,000 - ₹ 12,00,000

Job Opportunity

The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global support team. This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users worldwide.

You will guide team performance, support escalation management, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

As part of our modern support organization, the Supervisor helps translate strategy into action, ensuring our frontline teams are equipped, engaged, and aligned to deliver scalable, user-centered support.

Key Responsibilities

  • Lead daily operations for your assigned team of support agents
  • Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure high-quality support
  • Provide guidance and support on complex or high-impact tickets escalated within your team
  • Monitor ticket quality, documentation standards, and user communication, providing coaching as needed
  • Conduct performance check-ins and promote professional development through mentoring and feedback
  • Ensure effective onboarding and ramp-up of new hires within your 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 support delivery across teams
  • Partner with other support teams to streamline escalations and enhance resolution paths
  • 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 team lead, senior agent, or supervisory role
  • Experience managing day-to-day performance and support 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
  • Effective communicator who can lead with clarity, empathy, and accountability
  • Strong analytical and documentation skills with a focus on measurable outcomes

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