Sr. Team Leader

Key Responsibilities:

Team Leadership & Management

• Lead and mentor helpdesk engineers and coordinate handovers for joining/leaving team members.
• Ensure engineers maintain professional behavior with users.
• Resolve escalated tickets from centralized helpdesk or resident engineers.
• Participate in major incident and problem management.

Operations & SLA Management

• Manage daily operations: call response TAT, ticket quality, IMAC completion.
• Plan and prioritize calls based on criticality.
• Ensure tickets are closed within SLA; escalate when required.

Monitoring, Reporting & MIS

• Audit IVR calls regularly and share reports.
• Prepare daily, weekly, and monthly MIS.
• Monitor KPIs and team performance metrics.

Process Improvement

• Implement processes to improve service desk efficiency and quality.
• Ensure compliance with cybersecurity and data protection best practices.
• Drive continuous improvement initiatives.

Customer Service

• Maintain excellent customer service even under high-pressure situations.
• Handle dissatisfied or difficult customers effectively.
• Communicate complex technical issues to non-technical stakeholders.