Team Lead

Job Title: Team Lead (Tech / Non-Voice Process)

Location: Mangalore

Shifts: Rotational 24x7

About the Role:We are seeking a Team Lead with experience in semi-technical support, non-voice processes, and VPN operations. The role requires a mix of technical know-how, process management, and people leadership to ensure smooth operations, high team performance, and excellent service delivery.

• Lead and manage a team handling semi-technical and non-voice support processes.
• Monitor day-to-day operations to ensure timely issue resolution and SLA adherence.
• Provide hands-on support for VPN-related troubleshooting and remote connectivity issues.
• Coordinate with IT/Network teams to escalate and resolve technical challenges.
• Train, mentor, and guide team members to improve efficiency and technical knowledge.
• Analyse process performance, prepare reports, and share regular updates with management.
• Ensure compliance with security standards, especially when handling remote connections.
• Drive process improvements and implement best practices.

Requirements:

• Bachelors degree in IT, Computer Science, or related field (or equivalent experience).
• 4–6 years of experience in semi-technical support / non-voice process.
• Minimum 1–2 years of experience in a team lead / supervisory role.
• Strong working knowledge of VPN setup, troubleshooting, and remote connectivity tools.
• Familiarity with ticketing systems, knowledge base tools, and workflow management.
• Excellent communication (written), leadership, and problem-solving skills.
• Ability to manage shifts and ensure 24/7 support coverage if required