Technical Support Team Leader Department IT Technical Support Reports To Technical Support Manager Operations Manager Location Kolkata Sector V Employment Type Full-time Job Summary The Technical Support Team Leader will be responsible for supervising and guiding a team of technical support engineers executives to ensure efficient resolution of customer issues The role requires robust technical knowledge leadership skills and a focus on maintaining high levels of customer satisfaction and team performance Key Responsibilities Lead mentor and supervise a team of technical support representatives Monitor daily operations to ensure timely resolution of customer queries incidents and service requests Provide hands-on technical support for complex or escalated issues Develop team performance metrics SLAs CSAT FCR and ensure targets are met Conduct regular training sessions to enhance product and troubleshooting knowledge Manage shift schedules workload distribution and escalation procedures Collaborate with other departments Engineering QA Product etc to address recurring technical issues Prepare regular performance and incident reports for management Maintain documentation for processes FAQs and knowledge base articles Identify process improvement opportunities to increase efficiency and service quality Required Skills Qualifications Bachelor s degree in Computer Science Information Technology or related field 3-5 years of experience in technical support with at least 1-2 years in a leadership supervisory role Strong understanding of IT systems networks and troubleshooting tools Excellent problem-solving analytical and communication skills Proven ability to manage team performance and motivate staff Experience with helpdesk ticketing systems e g Zendesk Jira Freshdesk Ability to handle high-pressure situations and multiple priorities Preferred Qualifications Experience in supporting SaaS or enterprise software environments Knowledge of CRM systems APIs or cloud technologies Ability to handle a team is a must Key Performance Indicators KPIs SLA adherence rate Customer satisfaction CSAT NPS First call resolution rate Ticket backlog and response time Team productivity and attrition rate

📌 Technical Support Team Leader (West Bengal)
🏢 Ace Hiring Solutions
📍 West Bengal