**Technical Support Lead

10 hours ago

Bikaner, Rajasthan, India beBeeTechnical Full time ₹ 20,00,000 - ₹ 25,00,000

**Job Title: Technical Support Manager**

Our organization seeks a seasoned leader to oversee all technical support requests and incidents, manage urgent and complicated issues.

  • The successful candidate will be responsible for training and mentoring junior technical support engineers to enhance their skills and knowledge.
  • Ensuring 24/7 service availability and adhering to SLAs is also a key responsibility of this role.
  • The incumbent will implement ITIL standards for service delivery, act as an escalation point for requests and incidents, and develop processes for free flowing escalation within the organization.
  • Leading IT and Support Helpdesk projects for timely completion and maintaining IT service desk policies, procedure documentation, records, and reports in compliance with organizational and regulatory requirements are additional responsibilities.
  • The manager will be responsible for managing IT assets and vendors for procurement, repair, and maintenance, as well as fostering positive relationships with end-users and cross-functional teams to drive customer satisfaction.
  • Developing and maintaining a technical support knowledge base and recruiting, selecting, orienting, and training employees, and developing personal growth opportunities are also key responsibilities of this role.
  • The incumbent will coach, counsel, and discipline employees to develop their roles, conduct regular check-ins with direct reports to monitor performance and discuss successes and challenges, and manage outage/emergency communication processes to the organization.
  • Providing data and reporting of KPIs and trends to IT departments and others is another key responsibility of this role.

**Required Skills and Qualifications:**

  • Graduate in Engineering or Technical discipline with knowledge of servers, desktop OS, O365, networking, firewall, Windows AD, Domain controller, PC/Laptop/Server Hardware, software applications, server maintenance, etc.
  • At least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an Enterprise environment.
  • ITIL Certification and 24X5/7 Global Support Operations Management are essential qualifications for this role.
  • Microsoft and Azure Certification is an added advantage.

**Benefits:**

This is a great opportunity to work with a dynamic team and contribute to the success of our organization.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

**Others:**

If you are a motivated and experienced leader looking for a new challenge, please submit your application.

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