IT Support – Team Lead

About the role

We are looking for an experienced IT Support Team Lead to manage our Helpdesk operations in Gurugram. You will guide a team of executives, handle complex technical issues, and ensure high‑quality service for both B2B and B2C customers.

Key responsibilities

• Lead, mentor and motivate a team of IT Helpdesk Executives.
• Oversee day‑to‑day helpdesk operations across B2B and B2C environments.
• Manage customer escalations, supervisor calls and complex technical problems.
• Provide technical guidance on hardware, software, networking, cloud and managed services.
• Identify automation, AI‑enabled solutions and process‑improvement opportunities.
• Ensure compliance with SOPs, organizational policies and information‑security guidelines.
• Foster a collaborative, performance‑driven team culture.
• Recommend relevant IT products, managed services and value‑added solutions.

Required profile

• Minimum 3 years experience in IT Helpdesk, Service Desk, Managed IT Services or related environment.
• At least 1 year experience as a Team Leader in a similar setting.
• Bachelor’s degree in any discipline preferred.
• Experience supporting both B2B and B2C customers is a plus.
• Strong people‑management, communication, analytical and troubleshooting abilities.
• Excellent customer escalation and stakeholder‑management skills.
• ITIL Foundation certification or knowledge is an advantage.
• Willingness to work rotational US night‑shift schedule.

Required skills

• Windows 10/11 and macOS
• Microsoft 365 and Microsoft Office
• Google Workspace
• Microsoft Entra ID / Azure Active Directory
• User account, access and password administration
• VPNs and remote connectivity
• Desktop/laptop hardware and peripherals
• LAN, WAN, Wi‑Fi, TCP/IP, DNS, DHCP
• Printers and multifunction devices
• Antivirus, endpoint protection and cybersecurity best practices
• Software installation, configuration, troubleshooting and patching
• Remote support tools and ITSM/ticketing platforms
• Incident and service‑request management
• Managed IT Services and cloud‑based IT environments

What we offer

• Leadership role with a talented support team.
• Exposure to global clients and diverse technology stacks.
• Opportunities to drive automation and process improvement.
• Career growth in IT Service Management and Managed Services.