Role & responsibilities

Helpdesk & Technical Support
- Provide technical support via phone, email, and remote support tools.
- Monitor, create, manage, and follow up on tickets in ManageEngine and CRM platforms.
- Troubleshoot and support Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS environments.
- Ensure incidents and service requests are resolved within defined SLA timelines.
- Escalate unresolved or complex issues to the appropriate technical teams.
- Monitor ticket queues and ensure proper prioritization and timely closure.

Team Supervision & Coordination
- Supervise and coordinate the day-to-day activities of the helpdesk/support team.
- Allocate and coordinate engineer schedules based on customer requirements and workload.
- Monitor team performance, ticket status, response times, and SLA compliance.
- Coordinate with internal technical teams and management for issue resolution.
- Provide guidance and support to helpdesk engineers on technical and customer-related issues.

Customer & Service Management




- Ensure timely and professional communication with customers.
- Follow up with customers regarding open incidents and service requests.
- Handle customer escalations and ensure appropriate resolution.
- Maintain valuable customer relationships and ensure a high level of customer satisfaction.

Required Skills & Qualifications
- 5 to 10 years of experience in IT Helpdesk, Service Desk, IT Support, or IT Infrastructure support.
- Previous experience in a supervisory or team lead role is preferred.
- Robust troubleshooting knowledge in IT infrastructure environments.
- Good working knowledge of Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS.
- Hands-on experience with ticketing tools such as ManageEngine and CRM systems.
- Strong knowledge of incident management, escalation management, and SLA monitoring.
- Excellent verbal and written English communication skills.
- Strong customer service and interpersonal skills.
- Go

📌 IT Help Desk Supervisor (Chennai)
🏢 Schima Sysnet And Systems
📍 Chennai