Team Leader – IT Helpdesk Location: Gurugram Work Schedule: Permanent, Full-Time Shift: US Shift (Night Shift) Working Days: 5 days a week with 2 rotational week-offs Industry: ITES / Managed IT Services / Technology Services Key Responsibilities -Lead, mentor, and motivate a team of IT Helpdesk Executives. -Manage day-to-day IT helpdesk operations across B2B and B2C environments. -Handle customer escalations, supervisor calls, and complex technical issues. -Provide technical guidance on hardware, software, networking, cloud, and managed IT services. -Identify opportunities for automation, AI-enabled solutions, and process improvement. -Ensure compliance with SOPs, organizational policies, and information security guidelines. -Build a positive, collaborative, and performance-driven team culture.

- Identify opportunities to recommend relevant IT products, managed services, and value-added solutions.

Technical Skills Required: Candidates should have working knowledge of: -Windows 10/11 and macOS -Microsoft 365 and Microsoft Office -Google Workspace -Microsoft Entra ID / Azure Active Directory -User account, access, and password administration -VPNs and remote connectivity -Desktop/laptop hardware and peripherals -LAN, WAN, Wi-Fi, TCP/IP, DNS, and DHCP -Printers and multifunction devices -Antivirus, endpoint protection, and cybersecurity best practices -Software installation,



configuration, troubleshooting, and patching -Remote support tools and ITSM/ticketing platforms -Incident and service request management -Managed IT Services and cloud-based IT environments Requirement: -Minimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT Operations, or a related IT service environment. -Minimum 1 year of experience as a Team Leader in an IT Helpdesk or service delivery workplace. -Bachelor's degree in any discipline preferred. -Experience supporting both B2B and B2C customers will be an advantage. -Strong people management, communication, analytical, and troubleshooting skills. -Excellent customer escalation and stakeholder management abilities. -Proficiency in Microsoft Office and Google Workspace. -ITIL Foundation certification or knowledge of ITIL practices will be an added advantage. -Ability to work in rotational shifts based on business and client requirements.

Why Join

Us? -Lead and develop a talented IT support team. -Work with global clients and diverse technology environments. -Contribute to process improvement, automation, and service excellence. -Grow your career in IT Service Management and Managed IT Services. Interested candidates can share their updated resumes at [email protected]

📌 It Support - Team Lead (Rohtak)
🏢 Binary Semantics
📍 Rohtak