Job Description

About the Role
We are seeking a Service Desk Team Lead
- US Voice with 6+ years of experience in technical/non-technical support or IT support, with at least 2 years in a leadership or supervisory role. Responsibilities
• Lead, mentor and guide the Voice Support Technical team members to achieve service excellence.
• Handle complex technical issues and escalations, ensuring timely resolution.
• Provide technical guidance and support for Windows OS, Microsoft Office 365, Active Directory, VPN, hardware, software, and network-related issues.
• Monitoring SLA, CSAT, AHT and other service desk KPIs.
• Root Cause Analysis (RCA) and Problem Management.
• Manage team schedules to ensure 24/7 coverage and address peak workloads.
• Identify training needs for team members and facilitate career development.
• Promote knowledge sharing and continuous learning within the team.
• Training of new members of the team




• Ensure that team members adhere to IT security policies and practices.
• Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed. Desired Candidate Profile
• Any Graduate
• willing to work in US shift
• Experience resolving escalated customer issues
• Excellent leadership and team management skills.
• Strong communication skills, both verbal and written.
• Ability to handle high-pressure situations and make decisions quickly.
• Experience with ITSM tools.

Location:
Chennai; Locality Vandalur Transportation: One-way cab facility (drop) is provided Walk-in Details From 28-October-26 to 30-October-26 Time – 11:00am to 6:00pm Office

location:
3, Kilambakkam Village, G.
S.
T Road, Vandalur

📌 Service Desk Team Lead (Chennai)
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