About Binary Semantics Ltd.

We are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our solid technology expertise and deep industry knowledge to develop customized solutions and services.

Job Summary

We are looking for an experienced and proactive Team Leader – IT Helpdesk to lead a team responsible for delivering high-quality IT helpdesk services across B2B client accounts and B2C customer environments.

The role combines people leadership, IT service delivery, technical expertise, customer and client management, and operational performance management. The Team Leader will be responsible for managing day-to-day helpdesk operations, developing team capabilities, handling escalations, supporting B2B account requirements,



and ensuring agreed service levels and customer experience objectives are consistently achieved.

Key Responsibilities:
- Lead, mentor, and motivate team of IT Helpdesk Executives to consistently deliver high-quality technical support and exceptional customer service.
- Manage day-to-day helpdesk operations across B2B clients & B2C customer environments, ensuring adherence to service levels, productivity, quality, and customer satisfaction goals.
- Handle customer escalations, supervisor calls, and complex technical issues, ensuring timely resolution and positive customer outcomes.
- Provide technical guidance and troubleshooting support to team members across hardware, software, networking, cloud, and managed IT environments.
- Drive key operational metrics including CSAT, FCR, AHT, Ticket Resolution, Quality, Shrinkage, Productivity, and Revenue.
- Conduct regular coaching sessions, performance reviews, feedback discussions, and team meetings to drive continuous

📌 It Support (Yamuna Nagar)
🏢 Binary Semantics
📍 Yamuna Nagar