Must have team leading experience

Job Description

We are looking for a hands-on IT Helpdesk Team Lead to manage the offshore Helpdesk team and handle L2/L3 technical escalations. The role requires solid end-user support experience across Windows, macOS, Microsoft 365, networking, endpoint tools, and ITSM processes.

The candidate will act as the primary offshore SPOC, manage ticket queues and escalations, ensure SLA adherence, coach L1/L2 technicians, improve support processes, and personally resolve complex technical issues.

Key Responsibilities:

. Lead and manage the offshore IT Helpdesk (Tier I) Support team that runs multiple shifts to provide 24 x 5 coverage, and on call during weekends.

. Act as the primary owner, SPOC for offshore IT support operations.

. Provide hand-on remote support using RDP, Bomgar, or similar tools for end-user hardware, software, mobile devices, printers, Microsoft 365, and collaboration platforms.

. Own ticket queue health, SLA tracking, backlog review, aging tickets, and escalation follow-up.

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Guide and coach L1/L2 technicians on troubleshooting, documentation, ticket handling, and escalation process.

. Troubleshoot and resolve complex Windows, macOS, network, security, and access-related issues.

. Provide high-touch / white-glove support to executives and VIP employees, addressing IT needs promptly and efficiently with a high level of care and attention to detail.

. Ensure tickets are properly triaged, prioritized, documented, and resolved within SLA.

. Manage customer/stakeholder communication for high-priority incidents and escalations.

. Coordinate with onsite teams, vendors, and internal technical teams for timely issue resolution.

. Drive process improvements to reduce repeat issues and improve service quality.

. Create and maintain SOPs, knowledge base articles, troubleshooting guides, and support documentation to improve self-service and support team effectiveness.

. Review ticket quality and identify recurr

📌 Help Desk Engineer (Bengaluru)
🏢 TRUGlobal
📍 Bengaluru