BPO Team Lead (Helpdesk)

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 quality—validate 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.

Skills & Qualifications

Required

•  Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).

•  3–5 years of experience in IT Service Desk or technical support roles.

•  At least 1–2 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 24×7 support environments.

•  Familiarity with remote support tools (TeamViewer, RDP, etc.).

•  Strong customer-focus

•  Proactive and solution-oriented

•  Excellent teamwork and mentoring ability

•  High attention to detail

•  Analytical and process-driven mindset