IT Support Team Lead

19 hours ago

Udaipur, Rajasthan, India beBeeSupervisor Full time ₹ 90,00,000 - ₹ 1,50,00,000
Job Summary

The IT Service Desk Supervisor plays a critical leadership role in the daily operations of our global Service Desk. This position provides frontline oversight for a team of Tier 1 and Senior Agents delivering 24x7 support to users across the firm.

This individual will guide team performance, manage escalation processes, and uphold service delivery standards that drive faster resolution, better user experiences, and continuous operational improvement.

Key responsibilities include leading daily operations for assigned teams, managing shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence.

Additionally, this role involves providing guidance and support on complex or high-impact tickets escalated within the team, monitoring ticket quality, documentation standards, and user communication.

The successful candidate will also conduct performance check-ins, promote professional development through mentoring and feedback, and ensure effective onboarding and ramp-up of new hires.

Furthermore, this individual will analyze trends and recurring issues to identify training gaps or process improvement opportunities, collaborate with peer Supervisors to ensure consistency in service delivery, and partner with Tier 2, Engineering, and other support teams to streamline escalations and enhance resolution paths.

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