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 professional 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.
Robust 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

#LI-Onsite

📌 Service Desk Manager - IT Support Manager (Chennai)
🏢 HTC Global Services (India) Private
📍 Chennai