Team Lead - IT Helpdesk

Linde Engineering

Vadodara, India

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Posted 2 hours ago
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Job Description

Key ResponsibilitiesOperational Responsibilities

Serve as the technical expert for end-user computing, with in-depth knowledge of hardware, software, and user requirements.
Lead and manage a team of support professionals providing L1 and selected L2 enduser support remotely and on-site.
Manage and monitor ticket queues, ensuring timely processing, prioritization, and resolution of incidents and service requests.
Analyze ticket patterns to identify recurring issues and recommend improvements.
Provide escalation support for complex technical issues involving software, hardware, or user configurations.
Manage evaluation, procurement, deployment, installation, and lifecycle management of end-user IT devices and related equipment.
Ensure accurate and efficient management of IT inventory, with regular updates to the inventory management systems.
Coordinate and supervise deployment, replacement, relocation, and repair of IT devices.
Support special user groups including task forces, local offices, traveling staff, and external customers as needed.
Conduct onboarding IT training and provide ongoing user assistance for systems, applications, and tools.
Prepare and publish IT service management documentation, communication materials, and process improvements.
Ensure service performance meets defined KPIs/SLAs, and monitor delivery against milestones for IT programs and initiatives.
Generate regular operational reports, status summaries, and incident analysis for the Department Head.
Drive efficiency in information flow, process execution, and service delivery across the organization.
Conduct capacity planning to ensure adequate staffing, workload distribution, and resource optimization.
Oversee team performance metrics, identify improvement areas, and implement development plans.
Foster a customercentric service culture within the helpdesk team.

Technical / Subject Knowledge

Strong technical knowledge in end-user computing technologies (Windows, macOS, Office 365, endpoint security, hardware).
Proven experience in IT helpdesk operations, technical support, or end-user services.
Experience supervising or leading a technical team in a service-oriented environment.
Strong analytical skills with experience in incident and service request analysis.
Excellent communication, customer service, and stakeholder management skills.
Ability to manage multiple priorities in a fast-paced operational environment.
Knowledge of ITSM frameworks (e.g., ITIL) is preferred.
Experience with ITSM tools and incident management systems.
Experience in creating training materials, SOPs, and service documentation.
Exposure to inventory management tools and endpoint configuration technologies