ATS Automation Tooling Systems Looking for Team Leader, IT Service Desk at Bengaluru, Karnataka

Job Summary:
We are seeking a dedicated and customer-focused Team Leader to join our team in India. This position will be responsible for managing a team of Service Desk Technicians who provide remote technical support and assistance to end-users across the organization. They will play a crucial role in resolving IT-related issues remotely, ensuring the smooth operation of systems, and delivering exceptional customer service. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work effectively in a remote support environment.

What you will do:

• Manage a team of Service Desk Technicians by creating an inspiring team environment, delegating tasks and overseeing day-to-day operations.
• Set clear goals for team members, evaluate performance, and provide feedback on a regular basis.
• Monitor overall team performance and report on metrics. Recognize high performance and reward accomplishments.
• Discover training needs and provide necessary coaching. Listen to team members' feedback and resolve any issues or conflicts.
• Provide remote technical support and assistance to end-users, addressing basic software and account-related issues like password troubleshooting, BitLocker recovery, and O365 tools.
• Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that aligns with SLAs and KPIs.
• Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
• Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
• Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
• Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
• Stay updated with the organization’s IT policies, procedures, and technologies to ensure accurate and effective support delivery.

What you will need:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Minimum of 10 years of experience in an IT Service Desk or technical support role, preferably in a remote support environment.
• Proven work experience of 3 years as a team leader or supervisor.
• Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
• Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
• Familiarity with remote support tools and technologies.
• Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
• Customer-centric approach with a passion for delivering exceptional customer service.
• Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Experience working with IT Service Management practices (e.g., Incident/problem/change management, etc.) using enterprise ticketing systems and tools.
• Willingness to work in different shifts to provide 24/7 support, if required.

If this describes you and you are interested in joining an industry-leading and team-oriented global organization that provides a competitive compensation and benefits package, we would like to hear from you!