Technical Support Team Leader

2 hours ago

Kolkata, West Bengal, India ace hiring solutions Full time ₹ 3,60,000 - ₹ 7,20,000 per year
Technical Support Team Leader

Department: IT / Technical Support

Reports To: Technical Support Manager / Operations Manager

Location: Kolkata, Sector V

Employment Type: Full-time

Job Summary

The Technical Support Team Leader will be responsible for supervising and guiding a team of technical support engineers/executives to ensure efficient resolution of customer issues. The role requires strong technical knowledge, leadership skills, and a focus on maintaining high levels of customer satisfaction and team performance.

Key Responsibilities
  • Lead, mentor, and supervise a team of technical support representatives.
  • Monitor daily operations to ensure timely resolution of customer queries, incidents, and service requests.
  • Provide hands-on technical support for complex or escalated issues.
  • Develop team performance metrics (SLAs, CSAT, FCR) and ensure targets are met.
  • Conduct regular training sessions to enhance product and troubleshooting knowledge.
  • Manage shift schedules, workload distribution, and escalation procedures.
  • Collaborate with other departments (Engineering, QA, Product, etc.) to address recurring technical issues.
  • Prepare regular performance and incident reports for management.
  • Maintain documentation for processes, FAQs, and knowledge base articles.
  • Identify process improvement opportunities to increase efficiency and service quality.
Required Skills & Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3-5 years of experience in technical support, with at least 1–2 years in a leadership/supervisory role.
  • Strong understanding of IT systems, networks, and troubleshooting tools.
  • Excellent problem-solving, analytical, and communication skills.
  • Proven ability to manage team performance and motivate staff.
  • Experience with helpdesk/ticketing systems (e.g., Zendesk, Jira, Freshdesk).
  • Ability to handle high-pressure situations and multiple priorities.
Preferred Qualifications
  • Experience in supporting SaaS or enterprise software environments.
  • Knowledge of CRM systems, APIs, or cloud technologies.
  • Ability to handle a team is a must
Key Performance Indicators (KPIs)
  • SLA adherence rate
  • Customer satisfaction (CSAT/NPS)
  • First call resolution rate
  • Ticket backlog and response time
  • Team productivity and attrition rate

  • Team Leader

    1 week ago

    Kolkata, West Bengal, India Tradebulls Securities (P) Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionTradebulls Securities (P) Limited is one of India's fastest-growing broking houses, serving over 2 lakh clients with the support of 1000+ employees and 2000+ business partners. The company offers expert services in Equity, Currency, Commodity Trading, Derivatives, Mutual Funds distribution, IPOs, Personal Loans, Insurance, Portfolio...

  • Team Leader

    2 weeks ago

    Kolkata, West Bengal, India BT Group Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Team Leader - Service OperationsJob Req ID: 49369Posting Date: 25 Jul 2025Function: EngineeringUnit: BusinessLocation:Rajarhat, Kolkata, IndiaSalary: competitiveJob Req ID:Posting Date:Function:Location:Salary:Why this job mattersThe Network Engineering Professional supports the delivery of engineering activities that contributes client technical...

  • Team Leader

    1 week ago

    Kolkata, West Bengal, India Naukri Hospitality Jobs Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    We are looking for a skilled Team Leader to join our team at Hyatt Regency, responsible for managing materials and ensuring the smooth operation of our hotel. The ideal candidate will have 3-6 years of experience in a similar role.*Roles and Responsibility*Manage and coordinate the procurement and distribution of materials.Ensure timely delivery of materials...

  • Team Leader

    2 weeks ago

    Kolkata, West Bengal, India Twinkle Tradecom Pvt Ltd Full time ₹ 1,86,492 - ₹ 29,64,796 per year

    Job Description:We are looking for a dynamic and motivated Team Leader (Sales) to lead and guide our sales team. The candidate will be responsible for achieving sales targets, building strong customer relationships, and motivating team members to deliver outstanding performance.Key Responsibilities:Lead, supervise, and motivate the sales team to achieve...

  • Team Leader

    2 weeks ago

    Kolkata, West Bengal, India Imarque Solutions Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Roles and ResponsibilitiesUrgent openings for the positions of Team Leader(Sales) for Call CentreGood in team handling experience in Call centerGood knowledge of Dialers, APR reports, etc.Roaster management // Attrition management in the teamGood knowledge of Excel reports, MIS...EXPERIENCE: 1-4 yrsQualification: Minimum Graduation /DiplomaLanguage...

  • Team Leader International Telecom

    5 days ago

    Kolkata, West Bengal, India Cogenthub Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job SummaryWe are looking for an experienced and dynamic Team Leader (TL) with a strong background in International Telecom BPO operations. The ideal candidate will lead a team of agents to deliver exceptional performance in customer service, sales, or technical support for telecom clients, ensuring achievement of KPIs and maintaining high-quality...

  • Team Leader

    2 weeks ago

    Kolkata, West Bengal, India Hindustan Field Services Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    Job Description Role: Team Leaders Shopper Soulmate Skin & Hair Job Purpose: To manage Shopper Soulmate skin & hair Business, increase sales, Year & Year Growth & excel in front end field execution Summary: Ensure 100% Manning & Feet On Street. Floater management. Ensuring 100% manning in case of unplanned & emergency leave of associates. Monitoring...

  • Team Leader – Field Recruitment

    2 weeks ago

    Kolkata, West Bengal, India Wercatalyst Full time ₹ 3,00,000 - ₹ 6,00,000 per year

    Company DescriptionWeRCatalyst has been pioneering HR solutions in the logistics sector since 2018. We empower delivery personnel and assist businesses in managing their human resources efficiently. With more than 10 successful projects, WeRCatalyst excels at providing top-notch white labeling operations. We specialize in blue-collar and grey-collar...

  • housekeeping team leader

    7 days ago

    Kolkata, West Bengal, India Hyatt Centric Ballygunge Kolkata Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    SummaryYou will be responsible to assist with the efficient running of the department in line with Hyatt International's Corporate Strategies and brand standards, whilst meeting employee, guest and owner expectations. The Team Leader - Housekeeping is responsible to assist to manage all functions related to the cleanliness of the hotel's guest rooms and...

  • Team Leader For Website sales Process(Domestic)

    4 hours ago

    Kolkata, West Bengal, India Adeeba e Services Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company Description Adeeba E-Services Pvt. Ltd. Is an International Contact center based out of India and US. The company caters to offshore consumers and business entities through Telemarketing services since 2014 within a short span of time the company has built its foundation on high level of customer satisfaction and unmatched services and support...