Experienced Technical Support Team Lead Wanted

5 days ago

Jaipur, Rajasthan, India beBeeTechnical Full time ₹ 7,50,000 - ₹ 12,50,000
Technical Support Team Lead Job Opportunity

We are seeking an experienced Technical Support Team Lead to oversee the day-to-day technical operations of our customer support desk. This role involves leading a team of 15+ members, driving first-time fix and SLA adherence, and being incident commander for critical issues.

Key Responsibilities:
  • Team Leadership: Manage queues, priorities, and escalations; coach L1/L2 on triage, logs, and runbooks; conduct weekly QA scoring and 1:1s.
  • Triage & Incident Management: Act as initial incident commander for P1/P2: stabilize, isolate, parallelize workstreams; validate signals from monitoring tools, correlation, and rollback/containment calls.
  • SLA, Quality & Tooling: Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in a short timeframe; maintain service desk tool hygiene: categories, templates, SLA timers, automations, and CSAT workflows.

Required Skills:

  • Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
  • Virtualization/cloud knowledge: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
  • Security/monitoring expertise: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
  • Tools proficiency: ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
  • ITIL Foundation certification (or equivalent exposure).

Success Metrics:

  • SLA adherence ≥ 90% (P2–P4); P1 comm cadence met 100%.
  • MTTR ↓ 20%, reopen rate < 8%, CSAT ≥ 4.5/5.
  • Runbook coverage ≥ 80% for top 20 recurring issues.
  • Ticket backlog >7 days reduced by 60%; clean Problem/RCA pipeline in place.

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