Role & responsibilities

Job Description:

- Lead and manage the onsite technical support team for client operations.
- Ensure smooth functioning of IT infrastructure, desktop support, network support, and application support activities at the client site.
- Handle client escalations, critical incidents, and service requests within defined SLA timelines.
- Follow and implement ITIL processes including Incident Management, Problem Management, Change Management, and Service Request Management.
- Coordinate with internal teams, vendors, and client stakeholders for issue resolution and project execution.
- Monitor daily operations, ticket queues, and team performance through ticketing tools.
- Conduct team mentoring, task allocation, shift management, and performance tracking.
- Prepare daily/weekly/monthly service reports and client updates.
- Ensure compliance with company policies, security standards,



and client requirements.
- Maintain proper documentation for processes, assets, incidents, and technical procedures.
- Participate in client meetings, audits, and operational reviews.
- Support infrastructure upgrades, software installations, migrations, and new implementations.

Required Skills:

- Strong knowledge of ITIL processes and service management.
- Experience in handling client site operations and technical teams.
- Good understanding of desktop support, networking, O365, Windows setting, and ticketing tools.
- Excellent communication, leadership, and stakeholder management skills.
- Ability to handle escalations and work under pressure in a support environment.

Preferred candidate profile

📌 Technical Lead, Santacruz (Mumbai)
🏢 Team Computers
📍 Mumbai