IT Support Team Lead

2 weeks ago

Bengaluru, Karnataka, India IT AISA Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Description:We are looking for a Service Desk Team Lead for one of our clients. Your job scope is as follows :

  • Provide expertise and advanced-level technical support to technician and end-users.
  • Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving complex technical issues.
  • Diagnose and resolve escalated issue and complex hardware, software, and network issues.
  • Participate in the team's skills development and knowledge management.
  • Maintain comprehensive and up-to-date documentation of service desk processes, procedures, and knowledge base articles.
  • Serve as the technical expert for the service desk team, providing guidance on complex technical issues.
  • Conduct dedicated training sessions and workshops to enhance technical skills of the team.
  • Promote a culture of knowledge sharing and continuous learning within the team.
  • Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes.
  • Develop and maintain incident response procedures and documentation.
  • Conduct root cause analysis for recurring problems and implement long-term solutions.
  • Identify opportunities for service improvements and implement changes to enhance efficiency and effectiveness.
  • Evaluate and recommend new tools, technologies, and processes to improve service delivery.
  • Lead or participate in special projects aimed at enhancing the efficiency and effectiveness of the service desk.

Experience :

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • Minimum of 5-8 years of experience in a technical support and Leading Team.
  • Proven track record of successfully managing a service desk team and resolving complex technical issues.

Technical Skills :

  • Advanced knowledge of computer hardware, software, and networking concepts.
  • Proficiency with Windows, Linux and/or Mac operating systems.
  • Knowledge of common office software applications (e.g., Microsoft Office Suite).
  • Experience with ITSM tools and ticketing systems (ServiceNow or others).
  • Advanced troubleshooting and problem-solving skills.

Soft Skills :

  • Strong problem-solving and analytical skills.
  • Strong leadership and team management abilities.
  • Excellent verbal and written communication skills.
  • Customer-focused with a commitment to delivering high-quality service.
  • Ability to work under pressure and manage multiple priorities.

Certifications :

  • ITIL Foundation or other relevant certifications.
  • Advanced certifications (e.g., MCSE, CCNA, ITIL Practitioner) are highly desirable.

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