Job Title: Team Lead IT
Company: Elance Learning Provider
Department: IT / Systems
Reporting To: Head Operations / Technology
Location: Corporate Office, Hilite Business Park, Calicut
Role Summary
The Team Lead IT will be responsible for managing and optimizing all
technology systems supporting Elance Learning Provider's
student acquisition, admissions, finance, and academic operations. The role requires strong hands-on expertise in
CRM and ERP platforms, high technical ownership, and leadership in a
sales- and admissions-driven EdTech environment.
Key Responsibilities
- Lead and manage IT operations supporting Admissions, Sales, Finance, Academics, and Student Support teams
- Own and administer CRM and ERP platforms including LeadSquared, Zoho CRM, Zoho Creator, Zoho Analytics, and other internal tools
- Manage complete lead lifecycle: lead capture, allocation, follow-ups, conversion, admission, and enrollment
- Design and optimize admissions workflows, automations, dashboards, and reports
- Handle integrations between CRM/ERP and payment gateways, LMS, WhatsApp/SMS, email, and marketing platforms
- Ensure data accuracy across leads, students, admissions, courses, batches, and fee records
- Support admission fee processes, including partial payments, full payments, and reconciliation with finance
- Provide L2/L3 support for system issues impacting admissions and operations
- Implement role-based access controls, data security policies, and backups
- Coordinate with vendors, implementation partners, and internal stakeholders
- Create SOPs and train users to ensure smooth system adoption
Technical Skills (Mandatory)
- Strong hands-on experience with CRM and ERP systems
- Proven expertise in LeadSquared and Zoho ecosystem
- Experience handling high lead volumes and counselor-based allocation
- Knowledge of admissions funnels, enrollment logic, and student lifecycle
- Experience with API integrations, webhooks, and third-party tools
- Strong reporting and dashboard skills for admissions, conversion, and revenue tracking
Leadership & Behavioural Skills
- Ability to lead IT support in a fast-paced EdTech admissions environment
- Strong coordination with Admissions, Sales, Finance, and Academic teams
- Excellent problem-solving and analytical skills
- High ownership, accountability, and attention to detail
- Clear communication and user training capability
Qualifications & Experience
- Bachelor's degree in IT / Computer Science or related field
- 5+ years experience in IT systems / CRM / ERP roles
- 12 years experience in a Team Lead or senior IT role
- Prior experience in EdTech / Training Institutes / Education Services preferred
KPIs / Performance Metrics
Admissions & Lead Management
- 99% lead capture accuracy
- Zero lead leakage in allocation and follow-ups
- Lead allocation latency 5 minutes
System Performance
- 99.5% uptime during admissions working hours
- Critical issues resolved within 4 hours
CRM & ERP Effectiveness
- 98% data accuracy across leads, students, and fees
- 90% CRM usage by counselors and admissions team
- Minimum 24 automation improvements per quarter
Fees & Finance Support
- 99% accuracy in fee and payment data
- Zero unresolved fee reconciliation issues beyond SLA
Integrations
- 99% success rate for LMS, payment, and communication integrations
- New implementations delivered within 10% timelines
Security & Compliance
- 100% compliance with role-based access and permissions
- Quarterly backup and recovery testing completed
- Zero major audit observations
Team & User Support
- 95% tickets resolved within SLA
- Internal user satisfaction score 4.2 / 5
- Minimum 1 user training session per quarter
Process Improvement
- Minimum 2 process improvements per quarter
- 15% reduction in manual admissions or reporting effort annually
