Technical Support Team Leader

Vacancy Name

Technical Support Team Leader (AMS)

Requisition No

VN4119

Time Type

Full Time

Location

Gurgaon Office

Additional Location

Country

India

Job Description

Find purpose in each day while contributing to a workplace revolution SHL, People Science. People Answers.

Are you ready to make an impact as a Technical Support Team Leader?

This role supports the manager in guiding Technical Support Specialists, ensuring smooth daily operations and clear reporting. It helps maintain strong team coordination and consistently high service standards, enabling SHL to deliver a reliable and positive support experience for customers and candidates worldwide.

A great benefits package is offered in a culture where career development, with ongoing manager guidance, collaboration, flexibility, diversity, and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently so there's no better time to become a part of something transformational.

Shift – AMS [7PM to 4AM]

What you will be doing:

• Provide 1st line assistance to Technical Specialists in reply to inbound calls & emails in accordance with departmental SLAs and to the agreed quality standards – in order to drive optimum service to Customers.
• Escalate unresolved priority 1 & priority 2 issues to the Regional Service Team through the use of the Global Service Desk portal and monitor progress through to resolution.
• Identify training gaps within the Helpdesk functions and increasing staff knowledge through on-going training and development.
• Assisting Manager with weekly/monthly reporting agents and KPI reporting, ensuring that target dates are met.
• Provide initial training to new staff members in line with 12-week induction programme
• Support the department in the Manager's absence ensuring that customer SLA's are met, required meetings are attended and that Representatives are fully assisted within their roles.

What we are looking for from you:

Essential

• Proven experience in a senior, specialist, or team-handling role.
• Strong ability to motivate, guide, and lead teams effectively.
• Excellent organisation, time management, and ability to deliver under pressure.

Desirable

• Experience in training and mentoring new team members.
• Good working knowledge of Microsoft Office applications.
• Knowledge of SHL products and tools.

Get in touch:

• Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable Talent Acquisition team. Choose a new path with SHL.

About Us

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people's lives, you will experience the greatest business outcomes possible. SHL's products insights, experiences, and services can help achieve growth at scale.

What SHL can offer you

Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL's business and culture (find out more about DEI and accessibility at SHL)

• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success
• A fun and flexible workplace where you'll be inspired to do your best work (find out more LifeAtSHL)
• The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.