We are looking for an experienced Team Lead - IT Helpdesk to manage a technical support team delivering enterprise-wide IT support services. The role requires a strong blend of technical expertise, people management, service delivery excellence, workforce coordination, and reporting capabilities.

The ideal candidate should have prior experience leading technical helpdesk teams, managing service desk operations, driving process improvements, and ensuring high levels of customer satisfaction.

Key Responsibilities

- Lead and mentor a team of IT Helpdesk/Technical Support associates.
- Provide technical guidance and troubleshooting support related to:

- VDI (Virtual Desktop Infrastructure)

- Active Directory

- Office 365

- SCCM

- IAM

- ETS

- Avaya

- VPN

- ServiceNow
- Manage daily service desk operations, call queues, and resource allocation.
- Monitor team performance, productivity, and adherence to SLAs.
- Create ad hoc reports and maintain team-level operational data.
- Generate ServiceNow reports and dashboards for management reviews.
- Utilize Genesys for queue management and workforce coordination.
- Drive ITIL-based incident, request, and escalation management processes.
- Identify and implement process improvements to enhance operational efficiency.
- Coach, train, and onboard new team members.
- Act as the primary escalation point for support-related issues and customer concerns.
- Collaborate with business stakeholders and cross-functional teams to ensure seamless service delivery.





Must-Have Requirements
- 8-11 years of experience in Technical Support, Helpdesk, Service Desk, or IT Support Operations with team management responsibilities.
- Strong expertise in Active Directory, O365, SCCM, VDI, VPN, IAM, Avaya, ServiceNow, and ETS.
- Hands-on experience with Genesys and queue management.
- Working knowledge of ITIL processes and Service Management.
- Proven experience in team handling, workforce management, and performance monitoring.
- Ability to drive process improvements and operational excellence.
- Experience in training, coaching, and developing team members.
- Strong analytical and reporting skills.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Ability to perform effectively in a fast-paced and high-pressure environment.
- Flexible to work in rotational shifts and adapt to changing business requirements.

Preferred Skills
- ITIL Certification.
- Experience with ServiceNow reporting and dashboards.
- Exposure to enterprise-scale IT support environments.
- Robust stakeholder and escalation management experience.

Key Skills for Naukri Technical Support, Service Desk, Helpdesk, Team Lead, Team Management, Active Directory, Office 365, O365, SCCM, VDI, IAM, ETS, Avaya, VPN, ServiceNow, Genesys, ITIL, Incident Management, Queue Management, Workforce Management, Reporting, Escalation Management, End User Support, Operations Management, Service Delivery.

📌 Team Lead - Service Desk/IT Support (Hyderabad)
🏢 NexTurn
📍 Hyderabad