Greetings from Newwave Computing NewWave is a leading Infrastructure Solution provider in Bengaluru Chennai Hyderabad Kochi with a strong presence and a reputation in the marketplace for offering the best of Virtualization Backup Recovery Cloud Computing Personal computing and System Integration services As Premium Business partners to some of the biggest Principal OEMs namely IBM LENOVO DELL-EMC MICROSOFT VMWARE NUTANIX we continue to be recognized as the best Business Partner for IBM one of the top Two partners for Lenovo in the country a Platinum partner for DELL-EMC in the South a leading Gold Cloud Partner for MICROSOFT and a pioneer partner for Hyperconvergence for NUTANIX We offer solutions across Edge Core Cloud offerings along with solutioning implementation services besides warranty post-warranty services as accredited Service Partners for our Principal OEMs Team Lead - Technical Support Location - Electronic City Key Responsibilities Team Management Supervise a team of technical support engineers ensuring efficient operations Conduct daily team meetings to discuss priorities challenges and updates Act as a point of escalation for complex issues and resolve them effectively Ticket Management Assign tickets to team members based on priority and expertise Monitor ticket queues to ensure timely resolution and adherence to SLAs Regularly review resolved tickets for quality assurance and provide feedback Roster and Attendance Create and manage shift rosters ensuring proper coverage across all shifts Monitor team attendance and address any discrepancies promptly Manage leave requests and ensure minimal impact on operations Reporting and Documentation Generate and analyze daily weekly and monthly reports on team performance and ticket resolution metrics Document processes create knowledge base articles and update technical support SOPs Performance Monitoring Track individual and team performance providing regular feedback and coaching Identify training needs and coordinate with relevant teams to bridge skill gaps Qualifications and Skills Proven experience in a technical support or IT helpdesk environment Strong leadership skills with experience managing a team Excellent organizational and multitasking abilities Proficient in using ticketing systems and generating reports Strong communication and interpersonal skills Familiarity with shift management and roster planning tools Preferred Qualifications Experience - 3 to 4 years in Team Handling Technical Support ITIL certification or similar is an added advantage Excellent Communication Kindly share your updated resume to rugma s newwavecomputing com Job Type Full-time Pay Up to 35 000 00 per month Perks Health insurance Provident Fund Work Location In person

📌 Technical Support - Team Lead (Karnataka)
🏢 Important Group
📍 Karnataka