It Team Lead

7 hours ago

Chennai, Tamil Nadu, India Aforeserve Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Key Responsibilities:

Team Leadership & Management:

  • Lead a team of [X] IT Support Engineers/Technicians to ensure high-quality IT service delivery.
  • Assign tasks, monitor daily operations, and ensure adherence to SLAs and KPIs.
  • Mentor and guide the team in technical troubleshooting and customer service skills.
  • Manage shift schedules, leave planning, and workload distribution.
  • Act as the first escalation point for unresolved technical issues.

Technical Support & Operations:

  • Oversee L1/L2 support for desktops, laptops, printers, peripherals, and network connectivity.
  • Manage Active Directory, user accounts, group policies, and O365 administration.
  • Ensure timely installation, patching, and maintenance of end-user devices and servers (if applicable).
  • Collaborate with network, server, and security teams to address escalations.
  • Monitor IT assets, licenses, and hardware inventory.
  • Coordinate vendor and OEM support for hardware/software incidents.

Service Delivery & Process Management:

  • Ensure all tickets are logged, tracked, and closed in the ITSM tool (ServiceNow/Remedy/Jira).
  • Drive incident, problem, and change management processes in line with ITIL standards.
  • Prepare and present weekly/monthly performance reports to management.
  • Identify recurring issues and propose process or technical improvements.

User Engagement & Communication:

  • Ensure timely and professional communication with end users and key stakeholders.
  • Conduct end-user training and awareness sessions on IT policies and tools.
  • Maintain excellent relationships with internal teams and leadership to understand IT needs.

Required Skills & Qualifications:

  • 45 years of experience in IT support/operations, with at least 1–2 years in a team lead or supervisory role.

  • Strong technical knowledge of:

  • Windows OS (10/11), macOS (basic), O365 administration, AD, and Group Policies

  • Networking basics (LAN/WAN/Wi-Fi, DNS, DHCP, VPN)

  • Endpoint security tools (Antivirus, BitLocker, MDM solutions)

  • Experience managing ticketing tools/ITSM platforms and following ITIL best practices.

  • Strong leadership, coaching, and conflict-resolution skills.
  • Excellent communication, documentation, and reporting skills.
  • Ability to work in a fast-paced environment with minimal supervision.

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