Job Description

Key Responsibilities

Team Leadership & Management

• Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
• Manage team scheduling, attendance, task allocation, and workload distribution.
• Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
• Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.

Operational Responsibilities

• Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
• Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
• Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy.
• Assist in handling high-priority or major incident tickets as required.
• Prepare daily/weekly reports on team performance and service desk KPIs.

Process & Quality Improvement

• Identify gaps in support processes and develop improvement plans.
• Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
• Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
• Promote consistent application of company policies, procedures, and service standards.

Customer Service

• Maintain a strong customer-service mindset across the team.
• Handle user complaints professionally and ensure issues are resolved promptly.
• Communicate effectively with end-users, peers, and management during incidents or service outages.

Skills & Qualifications

Required

• Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
• 3–5 years of experience in IT Service Desk or technical support roles.
• At least 1–2 years of experience in a supervisory/team-lead capacity.
• Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
• Strong communication, leadership, and conflict-resolution skills.
• Ability to multitask, prioritize, and work under pressure.

Preferred

• ITIL v3/v4 Foundation certification.
• Experience working in 24×7 support environments.
• Familiarity with remote support tools (TeamViewer, RDP, etc.).

Key Attributes

• Strong customer-focus
• Proactive and solution-oriented
• Excellent teamwork and mentoring ability
• High attention to detail
• Analytical and process-driven mindset