IT Support - Team lead

Team Leader – IT Helpdesk

Location: GurugramWork Schedule: Permanent, Full-TimeShift: US Shift (Night Shift)Working Days: 5 days a week with 2 rotational week-offsIndustry: ITES / Managed IT Services / Technology ServicesKey Responsibilities-Lead, mentor, and motivate a team of IT Helpdesk Executives.-Manage day-to-day IT helpdesk operations across B2B and B2C environments.-Handle customer escalations, supervisor calls, and complex technical issues.-Provide technical guidance on hardware, software, networking, cloud, and managed IT services.-Identify opportunities for automation, AI-enabled solutions, and process improvement.-Ensure compliance with SOPs, organizational policies, and information security guidelines.-Build a positive, collaborative, and performance-driven team culture.- Identify opportunities to recommend relevant IT products, managed services, and value-added solutions.Technical Skills Required: Candidates should have working knowledge of:-Windows 10/11 and macOS-Microsoft 365 and Microsoft Office-Google Workspace-Microsoft Entra ID / Azure Active Directory-User account, access, and password administration-VPNs and remote connectivity-Desktop/laptop hardware and peripherals-LAN, WAN, Wi-Fi, TCP/IP, DNS, and DHCP-Printers and multifunction devices-Antivirus, endpoint protection, and cybersecurity best practices-Software installation, configuration, troubleshooting, and patching-Remote support tools and ITSM/ticketing platforms-Incident and service request management-Managed IT Services and cloud-based IT environmentsRequirement:-Minimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT Operations, or a related IT service environment.-Minimum 1 year of experience as a Team Leader in an IT Helpdesk or service delivery environment.-Bachelor's degree in any discipline preferred.-Experience supporting both B2B and B2C customers will be an advantage.-Strong people management, communication, analytical, and troubleshooting skills.-Excellent customer escalation and stakeholder management abilities.-Proficiency in Microsoft Office and Google Workspace.-ITIL Foundation certification or knowledge of ITIL practices will be an added advantage.-Ability to work in rotational shifts based on business and client requirements.Why Join Us?-Lead and develop a talented IT support team.-Work with global clients and diverse technology environments.-Contribute to process improvement, automation, and service excellence.-Grow your career in IT Service Management and Managed IT Services.Interested candidates can share their updated resumes at Abhinav.malik@binarysemantics.com