Team Lead IT Help Desk

Team Leader - IT Helpdesk

Location: Gurgaon

Work Mode: 5 Days Work From Office

Shift: Night Shift

About the Role

We are seeking an experienced Team Leader - IT Helpdesk to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence.

Key Responsibilities

• Lead, mentor, and manage a team of IT Helpdesk Executives
• Handle customer escalations and complex technical issues
• Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution
• Provide technical guidance across hardware, software, networking, cloud, and managed IT services
• Conduct coaching sessions, performance reviews, and team development activities
• Analyze operational performance and implement process improvements
• Ensure compliance with SOPs, security standards, and organizational policies
• Identify automation and AI-driven opportunities to improve service efficiency

Requirements

• Experience leading IT Helpdesk or Technical Support teams
• Strong troubleshooting and escalation management skills
• Excellent communication and stakeholder management abilities
• Working knowledge of hardware, software, networking, and cloud technologies
• Ability to manage teams in a fast-paced, customer-centric environment

What We Offer

• Career growth opportunities
• Dynamic and collaborative work environment
• Exposure to enterprise B2B and B2C support operations

Interested candidates can share their updated resume at [[Confidential Information]].