'Key Responsibilities
Team Leadership & Management
- Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
- Manage team scheduling, attendance, task allocation, and workload distribution.
- Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
- Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.
Operational Responsibilities
- Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
- Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
- Oversee ticket qualityvalidate ticket categorization, documentation, and follow-up accuracy.
- Assist in handling high-priority or major incident tickets as required.
- Prepare daily/weekly reports on team performance and service desk KPIs.
Process & Quality Improvement
- Identify gaps in support processes and develop improvement plans.
- Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
- Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
- Promote consistent application of company policies, procedures, and service standards.
Customer Service
- Maintain a strong customer-service mindset across the team.
- Handle user complaints professionally and ensure issues are resolved promptly.
- Communicate effectively with end-users, peers, and management during incidents or service outages.
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Required
Skills & Qualifications
- Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
- 35 years of experience in IT Service Desk or technical support roles.
- At least 12 years of experience in a supervisory/team-lead capacity.
- Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
- Strong communication, leadership, and conflict-resolution skills.
- Ability to multitask, prioritize, and work under pressure.
Preferred
- ITIL v3/v4 Foundation certification.
- Experience working in 247 support environments.
- Familiarity with remote support tools (TeamViewer, RDP, etc.).
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Key Attributes
- Strong customer-focus
- Proactive and solution-oriented
- Excellent teamwork and mentoring ability
- High attention to detail
- Analytical and process-driven mindset
Work Timings:
General business: Mon Fri, 7 am 7 pm CST
FSS business: Mon Fri, 7 am 7 pm & Sat - Sun, 7 am 4 pm CST
