About Binary Semantics Ltd.
We are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our strong technology expertise and deep industry knowledge to develop customized solutions and services.
Job Summary
We are looking for an experienced and proactive Team Leader – IT Helpdesk to lead a team responsible for delivering high-quality IT helpdesk services across B2B client accounts and B2C customer environments.
The role combines people leadership, IT service delivery, technical expertise, customer and client management, and operational performance management. The Team Leader will be responsible for managing day-to-day helpdesk operations, developing team capabilities, handling escalations, supporting B2B account requirements, and ensuring agreed service levels and customer experience objectives are consistently achieved.
Key Responsibilities:
- Lead, mentor, and motivate team of IT Helpdesk Executives to consistently deliver high-quality technical support and exceptional customer service.
- Manage day-to-day helpdesk operations across B2B clients & B2C customer environments, ensuring adherence to service levels, productivity, quality, and customer satisfaction goals.
- Handle customer escalations, supervisor calls, and complex technical issues, ensuring timely resolution and positive customer outcomes.
- Provide technical guidance and troubleshooting support to team members across hardware, software, networking, cloud, and managed IT environments.
- Drive key operational metrics including CSAT, FCR, AHT, Ticket Resolution, Quality, Shrinkage, Productivity, and Revenue.
- Conduct regular coaching sessions, performance reviews, feedback discussions, and team meetings to drive continuous improvement.
- Monitor quality trends, identify coaching opportunities, and work closely with Quality and Training teams to improve overall team performance.
- Analyze operational reports and performance data to identify improvement opportunities and implement corrective action plans.
- Prepare and present operational reports, root cause analyses(RCA), and performance insights to management.
- Identify opportunities to improve processes, automate repetitive tasks, and enhance operational efficiency through technology and AI-enabled solutions.
- Ensure compliance with organizational policies, standard operating procedures (SOPs), and information security guidelines.
- Promote a positive, collaborative, and performance-driven team culture.
- Drive revenue through customer-centric recommendations of relevant IT products, managed services, and value-added solutions whenever appropriate.
Technical Expertise
The candidate should possess strong working knowledge of:
- Windows 10/11 operating systems
- macOS
- Microsoft 365 and Microsoft Office applications
- Google Workspace and Google SaaS products
- Microsoft Entra ID / AZURE Active Directory
- User account, access, and password-related administration
- VPNs and remote connectivity
- Desktop/laptop hardware and peripherals
- LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, and basic networking concepts
- Printers and multifunction devices
- Antivirus, endpoint protection, and endpoint security
- Cybersecurity and information security best practices
- Software installation, configuration, troubleshooting, patching, and updates
- Remote desktop and remote support tools
- Ticketing and IT Service Management (ITSM) platforms
- Incident and service request management
- Managed IT Services and remote helpdesk environments
- Basic understanding of cloud-based IT environments
Leadership & Operational Competencies
- Strong people management and team leadership skills.
- Excellent decision-making and problem-solving abilities.
- Ability to coach, mentor, and develop team members.
- Strong analytical and reporting skills with the ability to interpret operational data and drive improvements.
- Excellent customer escalation management skills.
- Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.
- Strong organizational, planning, and time management skills.
- Proactive mindset with a focus on continuous improvement and operational excellence.
- Ability to leverage AI tools and automation to improve productivity, troubleshooting efficiency, and customer experience.
Skills & Qualifications
- Excellent verbal and written communication skills.
- Strong client, stakeholder management and interpersonal skills.
- Exceptional troubleshooting, analytical and research capabilities.
- Customer-focused with a solution-oriented approach.
- High level of ownership, accountability, and professionalism.
- Strong proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and Google Workspace.
- ITIL Foundation Certification or working knowledge of ITIL Service Management practices will be an added advantage.
Experience & Education
- Bachelor's degree in any discipline (preferred).
- Minimum 3 years of experience in IT Helpdesk, ServiceDesk, Managed IT Services, IT Operations, End-User Computing, or a related IT service environment.
- Minimum 1 year of experience in a Team Leader within an IT helpdesk/service delivery environment.
- Experience supporting both consumer and business customers will be preferred.
Work Schedule:
- Permanent, Full-Time
- Rotational US Shift
- Five-day working week with two rotational week-offs
- Flexibility to work across shifts based on business and client requirements
Preferred Industry:
BPO / ITES / Managed IT Services / Technology Services/ IT Service Management