IT Support - Team lead

Team Leader – IT Helpdesk

Location: Gurugram

Work Schedule: Permanent, Full-Time

Shift: US Shift (Night Shift)

Working Days: 5 days a week with 2 rotational week-offs

Industry: ITES / Managed IT Services / Technology Services

Key Responsibilities

-Lead, mentor, and motivate a team of IT Helpdesk Executives.

-Manage day-to-day IT helpdesk operations across B2B and B2C environments.

-Handle customer escalations, supervisor calls, and complex technical issues.

-Provide technical guidance on hardware, software, networking, cloud, and managed IT services.

-Identify opportunities for automation, AI-enabled solutions, and process improvement.

-Ensure compliance with SOPs, organizational policies, and information security guidelines.

-Build a positive, collaborative, and performance-driven team culture.

- Identify opportunities to recommend relevant IT products, managed services, and value-added solutions.

Technical Skills Required: Candidates should have working knowledge of:

-Windows 10/11 and macOS

-Microsoft 365 and Microsoft Office

-Google Workspace

-Microsoft Entra ID / Azure Active Directory

-User account, access, and password administration

-VPNs and remote connectivity

-Desktop/laptop hardware and peripherals

-LAN, WAN, Wi-Fi, TCP/IP, DNS, and DHCP

-Printers and multifunction devices

-Antivirus, endpoint protection, and cybersecurity best practices

-Software installation, configuration, troubleshooting, and patching

-Remote support tools and ITSM/ticketing platforms

-Incident and service request management

-Managed IT Services and cloud-based IT environments

Requirement:

-Minimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT Operations, or a related IT service environment.

-Minimum 1 year of experience as a Team Leader in an IT Helpdesk or service delivery environment.

-Bachelor's degree in any discipline preferred.

-Experience supporting both B2B and B2C customers will be an advantage.

-Strong people management, communication, analytical, and troubleshooting skills.

-Excellent customer escalation and stakeholder management abilities.

-Proficiency in Microsoft Office and Google Workspace.

-ITIL Foundation certification or knowledge of ITIL practices will be an added advantage.

-Ability to work in rotational shifts based on business and client requirements.

Why Join Us

-Lead and develop a talented IT support team.

-Work with global clients and diverse technology environments.

-Contribute to process improvement, automation, and service excellence.

-Grow your career in IT Service Management and Managed IT Services.

Interested candidates can share their updated resumes at [HIDDEN TEXT]