Team Lead, IT​/Tech

Location: Bengaluru

Key Responsibilities   Team & Operations Management
Manage daily helpdesk operations, ensuring excellent call response TAT and quality of service.
Monitor ticket logging, call prioritization, and ensure proper IMAC documentation for all cases.
Conduct regular audits of IVR calls and share reports with management.
Supervise team behavior, ensuring no misbehavior or unprofessional conduct with users.
Ensure proper handover and takeover processes during team member transitions (joins/leaves).
Escalation & Problem Management
Participate in major incident and problem management processes.
Resolve escalated calls forwarded by the centralized helpdesk or resident engineers.
Support engineers to resolve issues efficiently and maintain end-user satisfaction.
Reporting & Analysis
Prepare and provide daily, weekly, and monthly MIS reports on operations and team performance.
Identify process gaps and areas for improvement to enhance helpdesk efficiency and effectiveness.
Leadership & Communication
Lead, mentor, and motivate the helpdesk team to achieve operational goals.
Ensure team members follow SOPs and deliver consistent, high-quality support.
Serve as the point of contact between management and the helpdesk team for escalations and process updates.