Team Lead IT Help Desk

Team Leader - IT Helpdesk

Location: GurgaonWork Mode: 5 Days Work From OfficeShift: Night ShiftAbout the RoleWe are seeking an experienced Team Leader - IT Helpdesk to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments.

The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence.Key ResponsibilitiesLead, mentor, and manage a team of IT Helpdesk ExecutivesHandle customer escalations and complex technical issuesDrive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket ResolutionProvide technical guidance across hardware, software, networking, cloud, and managed IT servicesConduct coaching sessions, performance reviews, and team development activitiesAnalyze operational performance and implement process improvementsEnsure compliance with SOPs, security standards, and organizational policiesIdentify automation and AI-driven opportunities to improve service efficiencyRequirementsExperience leading IT Helpdesk or Technical Support teamsStrong troubleshooting and escalation management skillsExcellent communication and stakeholder management abilitiesWorking knowledge of hardware, software, networking, and cloud technologiesAbility to manage teams in a fast-paced, customer-centric environmentWhat We OfferCareer growth opportunitiesDynamic and collaborative work environmentExposure to enterprise B2B and B2C support operationsInterested candidates can share their updated resume at [Jyoti@binarysemantics.com].