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 good 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.
- Strong troubleshooting knowledge in IT infrastructure environments.
- Valuable 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.
- Good team coordination and problem-solving abilities.
- Ability to prepare and analyze operational reports.

Preferred candidate profile

- ITIL certification is preferred.
- Bachelor's degree/Diploma in IT, Computer Science, Information Technology, or a related field.
- Experience working with an IT service provider.
- Experience handling multiple customers and support environments will be an added advantage.

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