Customer Support Team Lead

3 days ago


Thiruvananthapuram, Kerala, India beBeeOperations Full time ₹ 1,20,00,000 - ₹ 1,50,00,000

Technical Operations Manager

This role is responsible for overseeing the day-to-day technical operations of our customer support desk. The ideal candidate will have experience in managing teams and driving first-time fix rates.

  • Key Responsibilities:
  • Schedule daily stand-ups and manage queues, priorities, and escalations.
  • Coach team members on triage, logs, and runbooks.
  • Own shift rosters and ensure 24×7 coverage without burnout.
  • Act as initial incident commander for P1/P2 incidents.
  • Maintain service desk tool hygiene and publish weekly dashboards.
  • Requirements:
  • 5+ years of experience in customer support with 3+ years in a team lead role.
  • Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking, virtualization/cloud, security/monitoring tools, and ITIL Foundation certification.
  • Tally/ERP hosting exposure, TSPlus/RD Gateway, Log360, Ansible basics, AWS/GCP/Azure fundamentals, NSE-1/2, MS-900/SC-900, AWS CCP certifications.

Benefits:

  • Opportunity to work with a dynamic team and drive process improvements.
  • Professional growth and development opportunities.
  • A collaborative and fast-paced work environment.


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