Team Lead - IT

Job Title:

Team Lead – IT

Company:  Elance Learning Provider

Department:  IT / Systems

Reporting To:  Head – Operations / Technology

Location:

Corporate Office, Hilite Business Park, Calicut

Role Summary

The Team Lead – IT will be responsible for managing and optimizing all  technology systems  supporting Elance Learning Provider's  student acquisition, admissions, finance, and academic operations . The role requires strong hands-on expertise in  CRM and ERP platforms , high technical ownership, and leadership in a  sales- and admissions-driven EdTech environment .

Key Responsibilities

Lead and manage IT operations supporting Admissions, Sales, Finance, Academics, and Student Support teams
Own and administer CRM and ERP platforms including Lead Squared, Zoho CRM, Zoho Creator, Zoho Analytics, and other internal tools
Manage complete lead lifecycle: lead capture, allocation, follow-ups, conversion, admission, and enrollment
Design and optimize admissions workflows, automations, dashboards, and reports
Handle integrations between CRM/ERP and payment gateways, LMS, Whats App/SMS, email, and marketing platforms
Ensure data accuracy across leads, students, admissions, courses, batches, and fee records
Support admission fee processes, including partial payments, full payments, and reconciliation with finance
Provide L2/L3 support for system issues impacting admissions and operations
Implement role-based access controls, data security policies, and backups
Coordinate with vendors, implementation partners, and internal stakeholders
Create SOPs and train users to ensure smooth system adoption

Technical Skills (Mandatory)

Strong hands-on experience with CRM and ERP systems
Proven expertise in Lead Squared and Zoho ecosystem
Experience handling high lead volumes and counselor-based allocation
Knowledge of admissions funnels, enrollment logic, and student lifecycle

Experience with API integrations, webhooks, and third-party tools
Strong reporting and dashboard skills for admissions, conversion, and revenue tracking

Leadership & Behavioural Skills

Ability to lead IT support in a fast-paced EdTech admissions environment
Strong coordination with Admissions, Sales, Finance, and Academic teams
Excellent problem-solving and analytical skills
High ownership, accountability, and attention to detail
Clear communication and user training capability

Qualifications & Experience

Bachelor's degree in IT / Computer Science or related field
5+ years experience in IT systems / CRM / ERP roles
1–2 years experience in a Team Lead or senior IT role
Prior experience in EdTech / Training Institutes / Education Services preferred

KPIs / Performance Metrics

Admissions & Lead Management

≥ 99% lead capture accuracy
Zero lead leakage in allocation and follow-ups
Lead allocation latency ≤ 5 minutes

System Performance

≥ 99.5% uptime during admissions working hours
Critical issues resolved within 4 hours

CRM & ERP Effectiveness

≥ 98% data accuracy across leads, students, and fees
≥ 90% CRM usage by counselors and admissions team
Minimum 2–4 automation improvements per quarter

Fees & Finance Support

≥ 99% accuracy in fee and payment data
Zero unresolved fee reconciliation issues beyond SLA

Integrations

≥ 99% success rate for LMS, payment, and communication integrations
New implementations delivered within ±10% timelines

Security & Compliance

100% compliance with role-based access and permissions
Quarterly backup and recovery testing completed
Zero major audit observations

Team & User Support

≥ 95% tickets resolved within SLA
Internal user satisfaction score ≥ 4.2 / 5
Minimum 1 user training session per quarter

Process Improvement

Minimum 2 process improvements per quarter
≥ 15% reduction in manual admissions or reporting effort annually