JD - Technical support Team leader

Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.

The role will also require the individual to motivate, mentor, coach and groom the team.

Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

General knowledge & skills :

- Knowledge of Microsoft windows queries.
- Experience in managing teams
- Able to coach, mentor, motivate and interact with people
- Excellent verbal and written communications
- Strong decision making and analytical ability
- Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Technical skills

- Min.5 yrs. experience in working in Service Desk/ Microsoft windows Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
- Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
- Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues




- Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
- Regularly formulate and execute internal and external governance
- Effectively handle client escalations and formulate actions to resolve any concerns
- Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
- Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams

Ensure that the team members have the necessary knowledge and

- training to effectively deliver on their targets
- Familiarize the team with the latest process update and changes, team and individual targets
- Minimum experience of 2-3 years with relevant experience in windows
- Any Graduate
- A minimum of 1- 1.5 year in the role of a Team lead.
- Willingness to work in rotational shifts.

Cont - (phone hidden)

Loc - HYD & PUN

Job Types : Full-time, Permanent

Advantages :

- Health insurance
- Provident Fund

Work Location: In person

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Benefits :

- Health insurance
- Provident Fund

Work Location: In person

📌 Team Lead (Service Desk) (Pune)
🏢 Oak Leaf HR
📍 Pune