Team Leader - IT Helpdesk

nLocation: Gurgaon

nWork Mode: 5 Days Work From Office

nShift: Night Shift

nAbout the Role

nWe are seeking an experienced Team Leader - IT Helpdesk to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C settings. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence.

nKey Responsibilities

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Lead, mentor, and manage a team of IT Helpdesk Executives
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Handle customer escalations and complex technical issues
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Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution
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Provide technical guidance across hardware, software, networking, cloud, and managed IT services
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Conduct coaching sessions, performance reviews, and team development activities
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Analyze operational performance and implement process improvements
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Ensure compliance with SOPs, security standards, and organizational policies
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Identify automation and AI-driven opportunities to improve service efficiency
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nRequirements

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Experience leading IT Helpdesk or Technical Support teams
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Strong troubleshooting and escalation management skills
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Excellent communication and stakeholder management abilities
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Working knowledge of hardware, software, networking, and cloud technologies
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Ability to manage teams in a fast-paced, customer-centric environment
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nWhat We Offer

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Career growth prospects
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Energetic and cooperative work environment
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Exposure to enterprise B2B and B2C support operations
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nInterested candidates can share their updated resume at ().

📌 Team Lead It Help Desk Gurugram
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📍 Gurugram