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 workplace.
- Minimum 1 year of experience as a Team Leader in an IT Helpdesk or service delivery environment.
- 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 A [email protected]

📌 IT Support - Team lead (Gurugram)
🏢 Binary Semantics
📍 Gurugram