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.
Solid knowledge of incident management, escalation management, and SLA monitoring.
Excellent verbal and written English communication skills.
Robust customer service and interpersonal skills.
Go

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