Team Leader - IT Helpdesk
Location: Gurgaon
Work Mode: 5 Days Work From Office
Shift: Night Shift
About the Role
We are seeking an experienced Team Leader - IT Helpdesk to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence.
Key Responsibilities
Lead, mentor, and manage a team of IT Helpdesk Executives
Handle customer escalations and complex technical issues
Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution
Provide technical guidance across hardware, software, networking, cloud, and managed IT services
Conduct coaching sessions, performance reviews, and team development activities
Analyze operational performance and implement process improvements




Ensure compliance with SOPs, security standards, and organizational policies
Identify automation and AI-driven opportunities to improve service efficiency
Requirements
Experience leading IT Helpdesk or Technical Support teams
Robust troubleshooting and escalation management skills
Excellent communication and stakeholder management abilities
Working knowledge of hardware, software, networking, and cloud technologies
Ability to manage teams in a fast-paced, customer-centric environment
What We Offer
Career growth opportunities
Agile and collaborative work environment
Exposure to enterprise B2B and B2C support operations
Interested candidates can share their updated resume at [[email protected]].

📌 Team Lead IT Help Desk (Gurugram)
🏢 Binary Semantics
📍 Gurugram