Technical Support Team Lead

Job Summary

The Service Desk Team Lead is responsible for overseeing day-to-day Level 1/Level 2 operations in a 24/7 support environment, ensuring SLA adherence, service quality, and customer satisfaction. Acting as the primary escalation point, the role provides technical leadership, drives continuous improvement, and ensures compliance with ITIL processes. The ideal candidate brings strong ITSM expertise, hands-on experience with ServiceNow, Avaya, Microsoft 365, Active Directory, SSO platforms, and AI-enabled support tools, along with a proactive, customer-focused mindset and strong communication skills.

Important Note:-We're hiring for Diversity Candidates for Technical Support Lead Engineer with Excellent Communication Skills & Team Handling experts.

Primary Skills:

• ITSM Proficiency (ServiceNow, ITIL processes, Remedy, JIRA)
• Windows
• Microsoft 365
• Active Directory
• VPN
• Networking
• Power BI, Excel, or Tableau

Operational Management

• Lead and manage a team of Service Desk Agents in a 24/7 rotational shift environment.
• Ensure adherence to SLAs, OLAs, KPIs, and quality standards.
• Monitor ticket queues, backlog, aging, and escalation metrics.
• Manage shift rosters, workforce planning, and resource allocation.
• Conduct daily huddles and operational reviews.

Incident & Service Management

• Oversee incident lifecycle management (logging to closure).
• Act as the primary escalation point for high-priority and major incidents.
• Ensure timely escalation to Level 2/Level 3 teams or third-party vendors.
• Drive root cause analysis (RCA) and preventive actions.

Performance & Quality Management

• Monitor agent productivity, quality scores, and customer satisfaction (CSAT).
• Conduct call audits and ticket quality reviews.
• Provide coaching, mentoring, and performance feedback.
• Support hiring, onboarding, and training of new team members.

Stakeholder & Client Management

• Serve as the operational point of contact for internal and external stakeholders.
• Participate in governance meetings and service reviews.
• Provide MIS reports and performance dashboards.

Process Improvement & Compliance

• Ensure adherence to ITIL processes (Incident, Request, Problem, Change).
• Drive continuous improvement initiatives.
• Maintain documentation, knowledge base articles, and SOP updates.
• Ensure compliance with information security and audit requirements.

Education Qualifications

Bachelor’s degree in computer science, Information Technology, or a related field.

Technical Skills

• ITSM Proficiency: Strong hands-on experience with ServiceNow and deep understanding of ITIL processes (ITIL 4 Foundation certification preferred).
• Strong leadership and people management capabilities
• Technical Depth: Strong understanding of Windows, Microsoft 365, Active Directory, VPN, and basic networking concepts.
• Reporting: Ability to use data visualization tools (Power BI, Excel, or Tableau) to present operational trends to management.
• Shift Flexibility: Flexibility to work rotational shifts including nights, weekends, and holidays and Ability to support and manage a 24/7 rotational schedule, providing leadership coverage across various time zones.

Preferred Qualifications

• Experience working in global or multi-site IT support environments.
• 5–8 years of IT Service Desk experience with at least 2 years in a supervisory/lead role.
• Proven track record in driving service transformation and user experience improvements.
• Customer-first, proactive, and adaptive mindset.
• Relevant certifications (e.g., ITIL, ServiceNow, Microsoft, Avaya) are an advantage.
• Strong understanding of ITSM tools (e.g., ServiceNow, Remedy, Jira).
• Experience managing 24/7 operations and rotational shift teams