Helpdesk Team Lead

Helpdesk Team Lead

Location: Bangalore | Experience: 5+ Years | Employment Type: Full-Time | Work Schedule: 6 Days/Week

Interview Process: Technical Video Interview Final Face-to-Face Interview

Location: Bangalore Candidates must be currently based in Bangalore or willing to relocate. Availability for the final face-to-face interview in Bangalore is mandatory.

Job Summary

We are looking for a technically strong Helpdesk Team Lead to manage Service Desk and Desktop Support operations. The role requires a strong combination of technical expertise, team leadership, ITSM, SLA management, client handling and escalation management, while remaining hands-on technically.

Key Responsibilities

• Lead and manage Service Desk & Desktop Support teams and monitor team performance.
• Manage daily IT support operations, ticket volumes, SLA compliance, response/resolution times and backlog.
• Ensure adherence to ITIL/ITSM processes, incident management and service delivery standards.
• Handle technical escalations and critical incidents and provide hands-on troubleshooting support.
• Troubleshoot hardware, software, Windows, networking and infrastructure issues.
• Provide technical guidance on Server Administration and VMware environments.
• Coordinate with Infrastructure, Network, Application and Vendor teams for issue resolution.
• Manage client/stakeholder communication, SLA commitments and service performance.
• Drive continuous improvement, problem management and reduction of recurring incidents.
• Prepare operational reports and monitor service performance metrics.
• Coach, mentor and develop team members.

Mandatory Requirements

• 5+ years of experience in IT Support / Service Desk / Desktop Support.
• 2+ years of Team Lead / Supervisory / People Management experience.
• Proven experience managing Service Desk and/or Desktop Support teams.
• Strong hands-on knowledge of Server Administration & VMware.
• Strong understanding of IT Infrastructure, Hardware/Software, Windows and Networking.
• Good experience in Incident Management, Ticket Management and SLA Monitoring.
• Strong knowledge of ITIL / ITSM processes.
• Excellent troubleshooting, communication, client handling and stakeholder management skills.
• Ability to handle technical escalations and critical incidents.
• Must be comfortable working 6 days a week.
• Must be hands-on technically while leading the team.

Candidate Profile

Candidates with a strong combination of:

Technical Expertise + Team Leadership + ITSM + Client Handling

Candidates with only people-management experience and limited technical exposure will not be prioritized.

Key Skills

Helpdesk | Service Desk | Desktop Support | Team Lead | IT Support | IT Infrastructure | Server Administration | VMware | ITIL | ITSM | Incident Management | SLA Management | Ticket Management | Networking | Technical Escalation | Client Management | Stakeholder Management