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
- Strong 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 [J [email protected] ].

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