Technical Support Team Lead

Job Description

Job Summary

The ideal candidate brings strong ITSM expertise, hands-on experience with ServiceNow, Avaya, Microsoft 365, Active Directory, SSO platforms, and AI-enabled support tools, along with a proactive, customer-focused mindset and strong communication skills.

Important Note:-We're hiring for Diversity Candidates for Technical Support Lead Engineer with Excellent Communication Skills & Team Handling experts.

• ITSM Proficiency (ServiceNow, ITIL processes, Remedy, JIRA)
• Windows • Microsoft 365
• Active Directory
• VPN • Networking
• Power BI, Excel, or Tableau

• Lead and manage a team of Service Desk Agents in a 24/7 rotational shift environment.
• Ensure adherence to SLAs, OLAs, KPIs, and quality standards.
• Monitor ticket queues, backlog, aging, and escalation metrics.
• Manage shift rosters, workforce planning, and resource allocation.
• Conduct daily huddles and operational reviews.

• Oversee incident lifecycle management (logging to closure).
• Act as the primary escalation point for high-priority and major incidents.
• Ensure timely escalation to Level 2/Level 3 teams or third-party vendors.
• Drive root cause analysis (RCA) and preventive actions.

• Monitor agent productivity, quality scores, and customer satisfaction (CSAT).
• Conduct call audits and ticket quality reviews.
• Provide coaching, mentoring, and performance feedback.
• Support hiring, onboarding, and training of new team members.

• Serve as the operational point of contact for internal and external stakeholders.
• Participate in governance meetings and service reviews.
• Provide MIS reports and performance dashboards.

• Ensure adherence to ITIL processes (Incident, Request, Problem, Change).
• Drive continuous improvement initiatives.
• Maintain documentation, knowledge base articles, and SOP updates.
• Ensure compliance with information security and audit requirements.

Education Qualifications

Bachelor's degree in computer science, Information Technology, or a related field.

• ITSM Proficiency: Strong hands-on experience with ServiceNow and deep understanding of ITIL processes (ITIL 4 Foundation certification preferred).
• Strong leadership and people management capabilities
• Technical Depth: Strong understanding of Windows, Microsoft 365, Active Directory, VPN, and basic networking concepts.
• Reporting: Ability to use data visualization tools (Power BI, Excel, or Tableau) to present operational trends to management.
• Shift Flexibility: Flexibility to work rotational shifts including nights, weekends, and holidays and Ability to support and manage a 24/7 rotational schedule, providing leadership coverage across various time zones.

• Experience working in global or multi-site IT support environments.
• 5–8 years of IT Service Desk experience with at least 2 years in a supervisory/lead role.
• Proven track record in driving service transformation and user experience improvements.
• Customer-first, proactive, and adaptive mindset.
• Relevant certifications (e.g., ITIL, ServiceNow, Microsoft, Avaya) are an advantage.
• Strong understanding of ITSM tools (e.g., ServiceNow, Remedy, Jira).
• Experience managing 24/7 operations and rotational shift teams