Role : International Technical Team Lead

Experience : Min 4 years into International Technical Support

Location : Pune

Salary : Up to 7 LPA

Education : Graduation

Skills : Team handling, Office 365, Troubleshooting, SLA, Ticket

Shift : Rotational Shift

Key Responsibilities
Lead, manage, and mentor a team of technical support executives.
Handle escalations related to technical issues from international customers.
Monitor daily team performance, productivity, and service-level agreements (SLAs).
Ensure timely resolution of technical queries and customer complaints.
Provide technical guidance and support to team members.
Conduct regular team briefings, training sessions, and performance reviews.
Maintain quality standards and ensure adherence to company policies.
Coordinate with internal technical teams to resolve complex issues.
Prepare and share daily, weekly, and monthly performance reports.
Drive customer satisfaction and achieve operational targets.

Required Skills & Qualifications
Minimum 4+ years of experience in IT/Technical Support.
Prior experience as a Team Lead in an international technical support process is preferred.




Excellent verbal and written communication skills in English.
Strong knowledge of technical troubleshooting and problem-solving.
Experience handling escalations and managing customer expectations.
Valuable understanding of SLA, KPI, CSAT, AHT, and quality parameters.
Robust leadership, team management, and decision-making skills.
Ability to work in rotational shifts, including night shifts, if required.

Preferred Technical Knowledge
Windows OS and troubleshooting.
Desktop and laptop hardware troubleshooting.
Networking fundamentals (LAN, WAN, DNS, DHCP, VPN).
Active Directory and Office 365 troubleshooting.
IT Service Management and ticketing tools.
Remote troubleshooting tools.

Pay: Up to ₹700,000.00 per year

Perks
Provident Fund

Education:
Bachelor's (Required)

Experience:
International Technical Support: 4 years (Required)
Troubleshooting: 1 year (Required)
Office 365: 1 year (Preferred)
Team Handling : 1 year (Required)

Location:
Pune, Maharashtra (Required)

Work Location: In person

📌 International Technical Team Lead Pune
🏢 Cms IT Services
📍 Pune