Tech Support Team Lead

About the role

Binary Semantics Ltd. is seeking an experienced Tech Support Team Lead to manage an IT helpdesk serving both B2B and B2C customers. The role combines people leadership, service delivery, and technical expertise on a US shift from Gurgaon.

Key responsibilities

• Lead, mentor and motivate a team of IT Helpdesk Executives to deliver high‑quality technical support.
• Oversee day‑to‑day helpdesk operations, ensuring service‑level, productivity and customer‑satisfaction targets are met.
• Handle escalations, complex technical issues and supervisor calls, providing timely resolutions.
• Provide technical guidance across hardware, software, networking, cloud and managed‑IT environments.
• Drive operational metrics such as CSAT, FCR, AHT, ticket resolution and revenue.
• Conduct coaching sessions, performance reviews and team meetings for continuous improvement.
• Analyse reports, identify improvement opportunities and present insights to management.
• Identify process automation and AI‑enabled solutions to boost efficiency.
• Ensure compliance with SOPs, security policies and promote a collaborative team culture.

Required profile

• Strong people‑management and decision‑making abilities.
• Excellent problem‑solving, analytical and reporting skills.
• Proven experience in handling customer escalations and prioritising multiple tasks.
• Ability to drive continuous improvement and leverage AI tools for productivity.

Required skills

• Windows 10/11 operating systems
• macOS
• Microsoft 365 and Office applications
• Google Workspace and SaaS products
• Microsoft Entra ID / Azure Active Directory
• VPN and remote connectivity
• Desktop/laptop hardware and peripherals
• LAN, WAN, Wi‑Fi, TCP/IP, DNS, DHCP
• Printers and multifunction devices
• Antivirus, endpoint protection and security best practices
• Software installation, configuration, patching and updates
• Remote desktop and support tools
• Ticketing and IT Service Management (ITSM) platforms
• Incident and service request management
• Managed IT services and remote helpdesk environments
• Basic understanding of cloud‑based IT environments