Role & responsibilities :

Team Leadership & People Management

- Lead, motivate, coach, and manage a helpdesk support team to ensure effective and efficient service delivery.
- Drive team performance and ensure achievement of daily, weekly, and monthly operational targets.
- Conduct regular team meetings, performance reviews, coaching sessions, and one-to-one discussions.
- Identify individual strengths and development areas and support team members through appropriate coaching and development plans.
- Manage a diverse team effectively and foster a positive, inclusive, collaborative, and performance-driven work setting.
- Promote ownership, accountability, teamwork, and continuous improvement across the team.

Helpdesk & Operational Management

- Ensure smooth day-to-day functioning of helpdesk operations.
- Monitor ticket volumes, ticket ageing, backlog, SLA adherence, resolution timelines, productivity, and closure performance.
- Ensure timely escalation and resolution of critical and high-priority issues.
- Track individual and team performance against defined KPIs and take corrective action wherever required.
- Ensure adherence to defined processes, quality standards, and organizational policies.

Performance & Target Management

- Drive consistent achievement of daily, weekly, and monthly business and operational targets.
- Identify performance gaps and implement improvement plans to enhance productivity and service quality.
- Monitor team performance through regular reviews and provide timely feedback.
- Present key operational performance insights to management and relevant stakeholders.

Data Analysis, MIS & Dashboard Management

- Prepare and maintain daily, weekly, and monthly MIS reports and management dashboards.
- Analyze operational and helpdesk data to identify trends, recurring issues, performance gaps, and improvement opportunities.




- Develop meaningful dashboards using Microsoft Excel and available reporting tools.
- Convert operational data into actionable insights to support management decision-making.
- Ensure accuracy, consistency, and timely availability of reports and dashboards.

Root Cause Analysis & Continuous Improvement

- Conduct effective Root Cause Analysis (RCA) for recurring issues, SLA breaches, escalations, and operational challenges.
- Identify underlying causes and recommend practical corrective and preventive actions.
- Work with relevant stakeholders to implement process improvements and reduce repeat issues.
- Track the effectiveness of improvement actions and ensure sustainable operational improvements.

Conflict & Stakeholder Management

- Manage conflicts within the team professionally and facilitate constructive resolution.
- Handle difficult conversations with maturity while maintaining team morale and organizational values.
- Collaborate effectively with internal stakeholders, technical teams, business users, and management.
- Act as a key point of escalation for team-related operational issues.

Organizational Alignment

- Ensure the team understands its contribution towards customer, business, and organizational goals.
- Translate organizational objectives into clear team priorities and measurable deliverables.
- Maintain a balance between employee engagement, customer expectations, and business requirements.

Preferred candidate profile :

- 3-5 years of relevant experience in Helpdesk, IT Support, Service Desk, Customer Support, or Operations.
- Prior experience in a Team Lead, Senior Executive, SME, or supervisory capacity will be preferred.
- Experience in the Automobile / Automotive domain will be an added advantage.
- Bachelor's degree in any discipline. Exposure to ITIL, Service Management, Data Analytics, or Advanced Excel will be an advantage.

📌 Team Lead (Gurugram)
🏢 Harsh Recruitment
📍 Gurugram