Expert Technical Support Lead

6 days ago

Varanasi, Uttar Pradesh, India beBeeLeadership Full time ₹ 10,00,000 - ₹ 15,00,000

**Technical Support Team Lead Role Summary:**

We are seeking an experienced technical support team lead to oversee day-to-day operations of our customer support desk. You will lead a 15+ member team, drive first-time fix and service level agreement adherence, be incident commander for priority one incidents, and tighten runbooks, monitoring, and handoffs with infrastructure teams.

**Key Responsibilities:****Team & Queue Leadership:
  • Conduct daily stand-ups; manage queues, priorities, and escalations.
  • Coach level one and two team members on triage, logs, and runbooks; conduct weekly quality assurance scoring and one-on-one meetings.
  • Own shift rosters with operations leads; ensure 24/7 coverage without burnout.
**Technical Triage & Incident Management:
  • Act as initial incident commander for priority one and two incidents: stabilize, isolate, and parallelize workstreams.
  • Validate signals from monitoring tools, correlation, and rollback/containment calls.
  • Ensure clean handoffs to infrastructure teams with complete context, logs, and timelines.
**Service Level Agreement, Quality & Tooling:
  • Maintain a service level agreement of greater than 95% on priority two through four incidents, target mean time to resolve decreased by 20% in 90 days.
  • Maintain service desk tool hygiene: categories, templates, service level agreement timers, automations, and customer satisfaction workflows.
  • Publish weekly dashboards: service level agreement, customer satisfaction, reopen rate, backlog aging, top 10 problem themes.
**Knowledge & Prevention:
  • Convert solved tickets to knowledge base articles and runbooks; hit 80% runbook coverage for recurring issues.
  • Raise problem tickets for chronic incidents; drive root cause analyses and corrective actions with infrastructure and development teams.
  • Partner with security and security operation centers for alert tuning and playbooks (lockouts, brute-force, endpoint detection and response events).
**Customer Communication:
  • Ensure timely incident updates (cadence by priority), final root cause analysis letters, and release/maintenance communications.

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