Information Technology Support Team Lead

We are looking for IT Support Team Lead ( 2 headcounts) for our Bengaluru location, you will be in charge of:

Duties and Responsibilities:

The IT Support Team Lead is in charge of:

• To lead, mentor, and manage the IT support team, ensuring high performance and operational efficiency.
• Oversee team schedules, task assignments, and workload distribution to maintain smooth operations.
• Act as the primary escalation point for critical incidents, ensuring timely issue resolution and customer satisfaction.
• Foster a collaborative team culture focused on knowledge sharing and continuous learning.
• Build and maintain strong relationships with internal stakeholders and external customers.
• Conduct training sessions to upskill team members and promote professional growth.
• Identify and implement process improvements to enhance support services and productivity.
  
• Ensure compliance with incident, change, and problem management protocols with proper documentation and communication.

Technical Skillset:

• Bachelors degree in information technology, Computer Science, or a related field
• Minimum of 5-8 years of experience in a technical support or service desk role
• Proven track record of successfully managing a service desk team and resolving complex technical issues
• Advanced knowledge of computer hardware, software, and networking concepts
• Proficiency with Windows, Linux and/or Mac operating systems
• Knowledge of common office software applications (e.g., Microsoft Office Suite)
• Experience with ITSM tools and ticketing systems

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• Advanced troubleshooting and problem-solving skills

Certifications:

• ITIL Foundation or other relevant certifications
• Advanced certifications (e.g., MCSE, CCNA, ITIL Practitioner) are highly desirable

Work Arrangements:

• It is an onsite, rotational role, ( office hours with standby rotational support ( 24/7);
• Office Location will be Marathahalli Ring Road, Outer Ring Road