Job Description

"Key Responsibilities
Team Leadership & Management
•    Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality.
•    Manage team scheduling, attendance, task allocation, and workload distribution.
•    Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity.
•    Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed.
Operational Responsibilities
•    Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support.
•    Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs.
•    Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy.
•    Assist in handling high-priority or major incident tickets as required.
•    Prepare daily/weekly reports on team performance and service desk KPIs.
Process & Quality Improvement
•    Identify gaps in support processes and develop improvement plans.
•    Ensure compliance with ITIL processes such as Incident, Request, and Problem Management.
•    Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs.
•    Promote consistent application of company policies, procedures, and service standards.
Customer Service
•    Maintain a strong customer-service mindset across the team.
•    Handle user complaints professionally and ensure issues are resolved promptly.
•    Communicate effectively with end-users, peers, and management during incidents or service outages.
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Skills & Qualifications
Required
•    Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience).
•    3–5 years of experience in IT Service Desk or technical support roles.
•    At least 1–2 years of experience in a supervisory/team-lead capacity.
•    Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.).
•    Strong communication, leadership, and conflict-resolution skills.
•    Ability to multitask, prioritize, and work under pressure.
Preferred
•    ITIL v3/v4 Foundation certification.
•    Experience working in 24×7 support environments.
•    Familiarity with remote support tools (TeamViewer, RDP, etc.).
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Key Attributes
•    Strong customer-focus
•    Proactive and solution-oriented
•    Excellent teamwork and mentoring ability
•    High attention to detail
•    Analytical and process-driven mindset

Work Timings:

General business: Mon – Fri, 7 am – 7 pm CST

FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST  

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