Responsibilities_

- Provide clear direction, coach, mentor, support, and motivation to team members; delegate tasks and monitor performance to achieve goals.
- Determine and manage direct reports annual objectives.
- Perform annual performance reviews for all direct reports.
- Oversee the full user support lifecycle by guiding the IT Support team to provide exceptional customer service, Help Desk assistance, and efficient issue resolution.
- Monitor and respond quickly and effectively to requests received through the IT helpdesk.
- Executive-level escalation owner for critical incidents and VIP support.
- Monitor Service Desk for tickets assigned to the queue and process per established best practices.
- Utilize and maintain the Help Desk tracking software.
- Modify configurations, utilities, software default settings, etc. for the local workstation.
- Document internal procedures.
- Assist with onboarding of new users.
- Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.
- Install, test, and configure new workstations, peripheral equipment, and software.
- Manage PC setup and deployment for new employees using standard hardware, images, and software.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Perform timely workstation hardware and software upgrades as required.
- Participate in SCRUM project planning for project-based support.
- Strong open communication with other team members and management on best practices, issues, new requirements, hardware, and architecture.
- Ensure confidentiality of company information.
- Perform other duties as assigned by the Manager.

Qualifications: Required:





- 10+ years of experience supervising or leading a team of IT Support Technicians.
- Degree in IT or Computer Science or relevant work experience.
- Must be able to handle employee issues effectively and in a timely manner.
- Ability to provide strong leadership through coaching and mentoring with a focus on customer service.
- Ability to motivate employees in a challenging and dynamic business environment.
- Experience with ticketing systems and technical support for hardware, software, phone and mobile devices, security policies, and communication techniques.
- Experience operating system imaging and software deployments.
- Must be familiar with Microsoft Windows environment and macOS devices.
- Proficiency with the enterprise technologies used in daily support operations, including LAN/WAN troubleshooting, Active Directory and identity management tasks, Office 365 administration, endpoint management tools (such as Intune or SCCM), and macOS/Windows device support, ensuring alignment between required skills and assigned responsibilities.
- Aware of current trends in software, system architectures, and support methodologies.
- Familiarity with process development and compliance.
- Impeccable written and verbal communications skills and able to communicate effectively with management, teammates, and end users.
- Self-motivated, Analytical, and able to excel in a collaborative structured environment.
- Excellent customer service skills, with a high satisfaction rate.
- Self-motivated and able to excel in a collaborative structured environment.
- Adherence to security policies, access control procedures, and compliance regulations.

Preferred:

- Experience operating system imaging preferred.
- Experience with software deployment preferred.

Shift is full time, Thursday - Sunday, between the hours of 12:30 pm and 11:00 PM IST.

LI-DNI

📌 IT Support Technician Supervisor - Remote (Bengaluru)
🏢 CCI Systems
📍 Bengaluru