IT Support Team Lead

2 days ago

Mysore, Karnataka, India beBeeLeadership Full time ₹ 15,00,000 - ₹ 20,00,000
Job Title: IT Support Team Lead

The IT Service Desk Team Lead plays a vital leadership role in the day-to-day operations of our global support function. This position provides frontline oversight for a team of technical professionals delivering 24x7 support to users across the organization.

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

  • Lead daily operations for your assigned team of technical professionals
  • Manage workload balancing and real-time queue monitoring to ensure service level agreement adherence
  • Provide guidance and support on complex or high-impact issues escalated within your team
  • Monitor issue 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
Required Skills and Qualifications:
  • 5+ years of experience in IT support, with at least 1–2 years in a lead or senior agent role
  • Experience managing day-to-day performance and service delivery within a support team
  • Strong technical knowledge of Microsoft 365, Windows OS, and remote troubleshooting
  • Familiarity with ticketing platforms such as ServiceDesk Plus 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
Benefits:

This role offers a competitive salary and benefits package, including a comprehensive health insurance plan, retirement savings plan, and generous paid time off.

About Us:

We are a dynamic and growing organization dedicated to providing exceptional support to our users. We value innovation, teamwork, and customer satisfaction above all else.

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