Team Lead IT Help Desk

About the role

We are seeking an experienced Team Leader – IT Helpdesk to lead a team of support professionals delivering high‑quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people‑management skills, technical expertise, and a proven ability to drive operational excellence.

Key responsibilities

• Lead, mentor, and manage a team of IT Helpdesk Executives.
• Handle customer escalations and complex technical issues.
• Drive service delivery KPIs such as CSAT, FCR, quality, productivity, and ticket resolution.
• Provide technical guidance across hardware, software, networking, cloud, and managed IT services.
• Conduct coaching sessions, performance reviews, and team development activities.
• Analyze operational performance and implement process improvements.
• Ensure compliance with SOPs, security standards, and organizational policies.
• Identify automation and AI‑driven opportunities to improve service efficiency.

Required profile

• Experience leading IT Helpdesk or technical support teams.
• Strong troubleshooting and escalation management skills.
• Excellent communication and stakeholder‑management abilities.
• Working knowledge of hardware, software, networking, and cloud technologies.
• Ability to manage teams in a fast‑paced, customer‑centric environment.

Required skills

• Hardware
• Software
• Networking
• Cloud technologies

What we offer

• Career growth opportunities.
• Dynamic and collaborative work environment.
• Exposure to enterprise B2B and B2C support operations.