Dear Candidate,Greetings From Binary Semantics Ltd!!Immediate Hiring For Tech Support Team Lead - Gurgaon(WFO & US Shift)Note: Immediate joiners are preferred.IT Support – Team LeaderAbout Binary SemanticsWe 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.Job SummaryWe 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.The role combines people leadership, IT service delivery, technical expertise, customer and clientmanagement, and operational performance management. The Team Leader will be responsible formanaging 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.Key ResponsibilitiesLead, mentor, and motivate a team of IT Helpdesk Executives to consistently deliver high-qualitytechnical support and exceptional customer service.Manage day-to-day helpdesk operations across B2B clients & B2C customer environments,ensuring adherence to service levels, productivity, quality, and customer satisfaction goals.Handle customer escalations, supervisor calls, and complex technical issues, ensuring timelyresolution and positive customer outcomes.Provide technical guidance and troubleshooting support to team members across hardware,software, networking, cloud, and managed IT environments.Drive key operational metrics including CSAT, FCR, AHT, Ticket Resolution, Quality, Shrinkage,Productivity, and Revenue.Conduct regular coaching sessions, performance reviews, feedback discussions,



and teammeetings to drive continuous improvement.Monitor quality trends, identify coaching opportunities, and work closely with Quality andTraining teams to improve overall team performance.Analyze operational reports and performance data to identify improvement opportunities andimplement corrective action plans.Prepare and present operational reports, root cause analyses (RCA), and performance insights tomanagement.Identify opportunities to improve processes, automate repetitive tasks, and enhance operationalefficiency through technology and AI-enabled solutions.Ensure compliance with organizational policies, standard operating procedures (SOPs), andinformation security guidelines.Promote a positive, collaborative, and performance-driven team culture.Drive revenue through customer-centric recommendations of relevant IT products, managedservices, and value-added solutions whenever appropriate.Technical ExpertiseThe candidate should possess strong working knowledge of:Windows 10/11 operating systemsmacOSMicrosoft 365 and Microsoft Office applicationsGoogle Workspace and Google SaaS productsMicrosoft Entra ID / Azure Active DirectoryUser account, access, and password-related administrationVPNs and remote connectivityDesktop/laptop hardware and peripheralsLAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, and basic networking conceptsPrinters and multifunction devicesAntivirus, endpoint protection, and endpoint securityCybersecurity and information security best practicesSoftware installation, configuration, troubleshooting, patching, and updatesRemote desktop and remote support toolsTicketing and IT Service Management (ITSM)



platformsIncident and service request managementManaged IT Services and remote helpdesk environmentsBasic understanding of cloud-based IT environmentsLeadership & Operational CompetenciesStrong people management and team leadership skills.Excellent decision-making and problem-solving abilities.Ability to coach, mentor, and develop team members.Robust analytical and reporting skills with the ability to interpret operational data and driveimprovements.Excellent customer escalation management skills.Ability to prioritize multiple tasks and perform effectively in a rapid-paced environment.Strong organizational, planning, and time management skills.Proactive mindset with a focus on continuous improvement and operational excellence.Ability to leverage AI tools and automation to improve productivity, troubleshooting efficiency,and customer experience.Skills & QualificationsExcellent verbal and written communication skills.Robust client, stakeholder management and interpersonal skills.Exceptional troubleshooting, analytical and research capabilities.Customer-focused with a solution-oriented approach.High level of ownership, accountability, and professionalism.Strong proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and GoogleWorkspace.ITIL Foundation Certification or working knowledge of ITIL Service Management practices will bean added advantage.Experience & EducationBachelor's degree in any discipline (preferred).Minimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, ITOperations, End-User Computing, or a related IT service environment.Minimum 1 year of experience in a Team Leader within an IT helpdesk/service deliveryenvironment.Experience supporting both consumer and business customers will be preferred.Work SchedulePermanent, Full-TimeRotational US Shift5 day working week with two rotational week-offsFlexibility to work across shifts based on business and client requirementsIndustryBPO / ITES / Managed IT Services / Technology Services / IT Service Management.Interested candidate can share their resume on below mentioned email id with details:Exp:CTC:ECTC:NP:Location:Ready for WFO from Gurgaon in US Shift:Regards,Juhi KhubchandaniTalent AcquisitionBinary Semantics Ltd.

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