Job Description – IT Team Lead
We are looking for an experienced and proactive IT Team Lead to manage IT service operations and ensure seamless support delivery on a 24x7x365 basis. The ideal candidate should possess strong leadership, coordination, communication, and incident management skills with hands-on experience in IT service management environments.
Key Responsibilities:
- Provide a single point of contact/service window for all IT-related services and support on a 24x7x365 basis.
- Offer online and offline support to users for resolving IT-related issues and service requests.
- Assist users in registering service requests through the call management portal (MITS) or register requests on their behalf via phone, email, or other communication channels.
- Monitor and track service requests by coordinating with L2 support teams and escalate issues hierarchically whenever required.
- Attend and track non-maintenance IT queries through proper registers and documentation.
- Track IT requests received through online systems, hard copy forms, and other communication mediums, and forward them to the respective teams while maintaining records.
- Provide regular updates and feedback to users regarding the status of their service requests through the call management portal.
- Coordinate effectively with other service desks, support teams, and stakeholders to ensure timely issue resolution.
- Lead and manage the IT support team to maintain operational efficiency and service quality.
- Prepare and manage shift rosters to ensure uninterrupted 24x7x365 support coverage.
- Handle email communication with management, users, and support teams regarding incidents, escalations, updates, and service activities.
- Ensure adherence to IT service management processes, SLA commitments, and organizational policies.
Required Skills:
- IT Service Management (ITSM)
- Incident & Service Request Management
- Team Handling & Leadership
- Escalation Management
- Vendor & Stakeholder Coordination
- Excellent Communication Skills
- Shift Management & Resource Planning
- Documentation & Reporting
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Life insurance
- Provident Fund
Work Location: In person
