Walk-in || Team Leader-Helpdesk

We are hiring at Sakon!!

Role Overview:

We are looking for an experienced and driven Team Lead - Helpdesk to join our team in Pune. In this leadership role, you will oversee daily helpdesk operations, mentor and motivate a high-performing support team, handle complex escalations, and drive service delivery excellence for our platinum and gold enterprise clients.

Key Responsibilities:

• Leadership & Supervision: Lead, mentor, and motivate the Helpdesk team; conduct 1-on-1s, performance reviews, and assist in recruitment, training, and onboarding.
• Operational Oversight: Monitor daily operations, ticket resolution times, service levels (SLAs), and customer satisfaction metrics to ensure timely resolution.
• Customer Support & Escalations: Handle escalated support requests and complex issues requiring advanced technical knowledge or exceptional customer service, and attend client meetings.
• Process Improvement: Analyze performance data to identify trends, optimize processes, and create knowledge base articles and self-help resources.
• Technical Oversight: Troubleshoot and resolve technical issues related to mobile devices, software, network connectivity, and ticketing systems.
• Shift Flexibility: Be flexible to work in rotational shifts, including evening, night, and weekend shifts.

Candidate Expectations / Requirements:

• Experience: Proven experience in a helpdesk or technical support role, with at least 2+ years in a supervisory or team lead position.
• Work Mode: Hybrid (Pune, India).
• Communication: Excellent verbal and written communication skills in English (neutral accent preferred).
• Core Skills: Experience handling international voice support and chat/email processes, strong customer service orientation, and problem-solving abilities under high pressure.
• Technical Skills: Strong PC skills (especially MS Office), adaptability to different software, and proficiency with helpdesk ticketing systems.

Benefits & Perks at Sakon:

• Hybrid Working Options
• Flexible Holiday Policy (choose your own holidays)
• Life & Medical Insurance
• Focus on Skill Development & Certification Reimbursements
• Wifi & Mobile Bill Reimbursement
• Employee Well-being Activities

For more information mail your resume on satyam.chauhan@sakon.com or call on 7499393894