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:
Solid knowledge of ITIL processes and service management.
Experience in handling client site operations and technical teams.
Valuable 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 (India)
🏢 Team Computers
📍 India