Team Leader - IT Helpdesk
Location: Gurgaon
Work Mode: 5 Days Work From Office
Shift: Night Shift
About the Role
We are seeking an experienced Team Leader - IT Helpdesk to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence.
Key Responsibilities
- Lead, mentor, and manage a team of IT Helpdesk Executives
- Handle customer escalations and complex technical issues
- Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution
- Provide technical guidance across hardware, software, networking, cloud, and managed IT services
- Conduct coaching sessions, performance reviews, and team development activities
- Analyze operational performance and implement process improvements
- Ensure compliance with SOPs, security standards, and organizational policies
- Identify automation and AI-driven opportunities to improve service efficiency
Requirements
- Experience leading IT Helpdesk or Technical Support teams
- Strong troubleshooting and escalation management skills
- Excellent communication and stakeholder management abilities
- Working knowledge of hardware, software, networking, and cloud technologies
- Ability to manage teams in a fast-paced, customer-centric environment
What We Offer
- Career growth opportunities
- Dynamic and collaborative work environment
- Exposure to enterprise B2B and B2C support operations
Interested candidates can share their updated resume at ( ).
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