Location:
Bangalore (Bommanahalli)

Experience:
8+ Years Work Mode: Work from Office 5 Days a Week Shift: 9:00 AM 6:00 PM IST (Fixed Shift) Working Days
- Onsite 5 Days a week including Saturday & Sunday (Rotational week off in weekdays) Notice period: Immediate Employment Type: Full-Time

Job Description
We are looking for an experienced SC Technical Operations Lead with a strong background in IT Helpdesk / Technical Support operations and team leadership. The ideal candidate should have hands-on technical troubleshooting experience, prior exposure to international voice support, and the ability to lead, mentor and manage a technical support team.

Key Responsibilities
• Lead and mentor the IT Helpdesk / Technical Support team, ensuring efficient handling of support requests.
• Provide advanced troubleshooting and support for desktops, laptops, printers, mobile devices and other peripherals.
• Act as the escalation point for complex technical issues and ensure timely resolution of incidents, service requests and problems.
• Handle international voice support calls and interact directly with clients and stakeholders.
• Conduct regular quality audits, monitor support calls, provide constructive feedback and coach team members.
• Monitor ticket queues, service delivery metrics and SLAs to ensure timely resolution and customer satisfaction.
• Conduct regular team meetings, performance reviews and training sessions.
• Drive continuous improvement in helpdesk processes and service delivery.
• Maintain technical documentation, Standard Operating Procedures (SOPs) and knowledge base articles.
• Track and report KPIs, including ticket resolution time,



customer satisfaction and recurring issue trends.
• Ensure compliance with IT policies, data privacy standards and security protocols.
• Work independently with minimal supervision while maintaining operational efficiency. Mandatory Skills & Experience
• Minimum 8+ years of experience in IT Support / Technical Helpdesk / Service Desk operations.
• At least 5+ years of experience in a Team Lead / Leadership role.
• Strong experience in international voice support.
• Must be comfortable handling live support calls and technical escalations.
• Experience conducting quality audits, call monitoring, feedback sessions and team mentoring.
• Prior experience in client interaction and stakeholder management.
• Solid technical knowledge of Windows OS, Active Directory and Office 365 / Microsoft 365.
• Experience with ITSM tools such as ServiceNow or Jira.
• Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP and VPN.
• Experience managing incidents, service requests, ticket queues, SLAs and KPIs.
• Excellent verbal and written communication skills, interpersonal skills and adaptability. Good to Have
• Exposure to endpoint security tools and backup systems.
• Familiarity with cloud platforms such as Azure or AWS.
• Experience in process improvement and IT service delivery management. Work Location No. 23, 24, Third Floor, AMR Tech Park 4, Hosur Road, Near Oxford College, Bommanahalli, Bengaluru, Karnataka 560068. Candidates must be comfortable working from the Bangalore office 5 days a week, including weekends, with rotational weekday offs. Follow us to get more job updates: https://www.linkedin.com/company/hyr-global-source-inc

📌 SC Technical Operations Lead (India)
🏢 HYR Global Source
📍 India