Dear Candidate,

nGreetings From Binary Semantics Ltd!!

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nImmediate Hiring For Tech Support Team Lead - Gurgaon(WFO & US Shift)

nNote: Immediate joiners are preferred.

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nIT Support – Team Leader

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nAbout Binary Semantics

nWe are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our strong technology expertise and deep industry knowledge to develop customized solutions and services.

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nJob Summary

nWe are looking for an experienced and proactive Team Leader – IT Helpdesk to lead a team responsible for delivering high-quality IT helpdesk services across B2B client accounts and B2C customer environments.

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nThe role combines people leadership, IT service delivery, technical expertise, customer and client

nmanagement, and operational performance management. The Team Leader will be responsible for

nmanaging day-to-day helpdesk operations, developing team capabilities, handling escalations, supporting B2B account requirements, and ensuring agreed service levels and customer experience objectives are consistently achieved.

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nKey Responsibilities

nLead, mentor, and motivate a team of IT Helpdesk Executives to consistently deliver high-quality

ntechnical support and exceptional customer service.

nManage day-to-day helpdesk operations across B2B clients & B2C customer environments,

nensuring adherence to service levels, productivity, quality, and customer satisfaction goals.

nHandle customer escalations, supervisor calls, and complex technical issues, ensuring timely

nresolution and positive customer outcomes.

nProvide technical guidance and troubleshooting support to team members across hardware,

nsoftware, networking, cloud, and managed IT environments.

nDrive key operational metrics including CSAT, FCR, AHT, Ticket Resolution, Quality, Shrinkage,

nProductivity, and Revenue.

nConduct regular coaching sessions, performance reviews, feedback discussions, and team

nmeetings to drive continuous improvement.

nMonitor quality trends,



identify coaching opportunities, and work closely with Quality and

nTraining teams to improve overall team performance.

nAnalyze operational reports and performance data to identify improvement opportunities and

nimplement corrective action plans.

nPrepare and present operational reports, root cause analyses (RCA), and performance insights to

nmanagement.

nIdentify opportunities to improve processes, automate repetitive tasks, and enhance operational

nefficiency through technology and AI-enabled solutions.

nEnsure compliance with organizational policies, standard operating procedures (SOPs), and

ninformation security guidelines.

nPromote a positive, cooperative, and performance-driven team culture.

nDrive revenue through customer-centric recommendations of relevant IT products, managed

nservices, and value-added solutions whenever appropriate.

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nTechnical Expertise

nThe candidate should possess strong working knowledge of:

nWindows 10/11 operating systems

nmacOS

nMicrosoft 365 and Microsoft Office applications

nGoogle Workspace and Google SaaS products

nMicrosoft Entra ID / Azure Active Directory

nUser account, access, and password-related administration

nVPNs and remote connectivity

nDesktop/laptop hardware and peripherals

nLAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, and basic networking concepts

nPrinters and multifunction devices

nAntivirus, endpoint protection, and endpoint security

nCybersecurity and information security best practices

nSoftware installation, configuration, troubleshooting, patching, and updates

nRemote desktop and remote support tools

nTicketing and IT Service Management (ITSM) platforms

nIncident and service request management

nManaged IT Services and remote helpdesk environments

nBasic understanding of cloud-based IT environments

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nLeadership & Operational Competencies





nStrong people management and team leadership skills.

nExcellent decision-making and problem-solving abilities.

nAbility to coach, mentor, and develop team members.

nStrong analytical and reporting skills with the ability to interpret operational data and drive

nimprovements.

nExcellent customer escalation management skills.

nAbility to prioritize multiple tasks and perform effectively in a fast-paced environment.

nStrong organizational, planning, and time management skills.

nProactive mindset with a focus on continuous improvement and operational excellence.

nAbility to leverage AI tools and automation to improve productivity, troubleshooting efficiency,

nand customer experience.

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nSkills & Qualifications

nExcellent verbal and written communication skills.

nStrong client, stakeholder management and interpersonal skills.

nExceptional troubleshooting, analytical and research capabilities.

nCustomer-focused with a solution-oriented approach.

nHigh level of ownership, accountability, and professionalism.

nStrong proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and Google

nWorkspace.

nITIL Foundation Certification or working knowledge of ITIL Service Management practices will be

nan added advantage.

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nExperience & Education

nBachelor's degree in any discipline (preferred).

nMinimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT

nOperations, End-User Computing, or a related IT service environment.

nMinimum 1 year of experience in a Team Leader within an IT helpdesk/service delivery

nenvironment.

nExperience supporting both consumer and business customers will be preferred.

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nWork Schedule

nPermanent, Full-Time

nRotational US Shift

n5 day working week with two rotational week-offs

nFlexibility to work across shifts based on business and client requirements

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nIndustry

nBPO / ITES / Managed IT Services / Technology Services / IT Service Management.

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nInterested candidate can share their resume on below mentioned email id with details:

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nExp:

nCTC:

nECTC:

nNP:

nLocation:

nReady for WFO from Gurgaon in US Shift:

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nRegards,

nJuhi Khubchandani

nTalent Acquisition

nBinary Semantics Ltd.

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📌 Tech Support Team Lead (Haryana)
🏢 Binary Semantics
📍 Haryana