IT Support Lead

3 days ago

Ahmedabad, Gujarat, India Rigvedit Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Job Title: Technical Support

Location: Ahmedabad (Work from Office)

Experience: 4+ Years

Employment Type: Full-time

About the Role:

We are seeking a skilled Technical Support Team Lead to manage and guide our IT support team. The ideal candidate will have hands-on experience in ticketing systems, troubleshooting, SQL, and team leadership. Youll be responsible for ensuring timely issue resolution, maintaining service quality, and improving support processes.

Key Responsibilities:

  • Lead and mentor the technical support team to deliver high-quality service.
  • Manage and prioritize support tickets using standard ticketing tools (e.g., Jira, ServiceNow, Zendesk, Freshdesk, etc.).
  • Troubleshoot hardware, software, and network-related issues efficiently.
  • Monitor team performance and ensure adherence to SLAs.
  • Collaborate with internal teams (Development, QA, Infrastructure) to resolve complex issues.
  • Generate regular reports on ticket trends, resolution times, and customer satisfaction.
  • Perform root cause analysis and suggest improvements in support processes.
  • Write and run SQL queries for issue analysis and reporting.
  • Conduct regular training sessions to upskill team members.

Required Skills & Qualifications:

  • Bachelors degree in IT, Computer Science, or a related field.
  • 4+ years of experience in technical or IT support, with at least 1 year in a team lead role.
  • Strong knowledge of ticketing tools (e.g., Jira, ServiceNow, Freshdesk, or similar).
  • Excellent troubleshooting and problem-solving abilities.
  • Hands-on experience with SQL for data checks and issue diagnosis.
  • Good understanding of Windows, Linux, and basic networking.
  • Proven ability to lead, motivate, and mentor a support team.
  • Strong communication and coordination skills.

Thanks & Regards

Akanksha Gupta

HR Associate-Talent Acquisition

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