Job Summary
The Team Lead – IT Hardware Service is responsible for managing the day-to-day operations of the IT hardware service team, ensuring timely resolution of hardware issues, maintaining service quality, and coordinating onsite and remote support activities. The role involves technical leadership, team supervision, customer coordination, and adherence to service-level agreements (SLAs).
Key ResponsibilitiesTechnical & Service Management
- Lead and supervise IT hardware support activities including desktops, laptops, servers, printers, UPS, and networking devices.
- Diagnose, troubleshoot, and resolve complex hardware issues escalated from technicians.
- Ensure preventive maintenance, installations, upgrades, and replacements are carried out as per schedule.
- Maintain proper documentation for service tickets, asset records, and maintenance logs.
- Identify performance gaps and recommend training or development solutions.
- Ensure compliance with company policies, procedures, and quality standards.
- Resolve team conflicts and address workplace issues professionally.
- Assist in planning, reporting, and decision-making processes.
- Lead, mentor, and support team members to achieve individual and team objectives.
Team Leadership
- Allocate tasks and schedules to field and in-house technicians.
- Monitor team performance and ensure timely closure of service requests.
- Provide technical guidance, training, and on-the-job support to team members.
- Enforce service processes, standard operating procedures (SOPs), and safety practices.
Customer & SLA Management
- Act as the primary escalation point for customers regarding hardware service issues.
- Ensure adherence to SLAs and minimize downtime for client systems.
- Coordinate with customers for onsite visits, approvals, and service updates.
- Handle customer feedback and work towards continuous service improvement.
Inventory & Vendor Coordination
- Manage hardware inventory, spare parts, and tools.
- Coordinate with vendors and suppliers for parts procurement, warranty claims, and replacements.
- Ensure proper tracking of AMC, warranty status, and service contracts.
Reporting & Compliance
- Prepare daily/weekly service reports and team performance summaries.
- Track recurring issues and recommend corrective or preventive actions.
- Ensure compliance with company policies, ISO standards, and security guidelines.
Required Skills & Qualifications
- Diploma / Bachelor’s degree in IT, Computer Hardware, Electronics, or a related field.
- 4–6 years of experience in IT hardware support, with at least 1–2 years in a leadership role.
- Strong knowledge of computer hardware, servers, peripherals, and basic networking.
- Hands-on experience with Windows OS installation, troubleshooting, and system administration.
- Good communication, coordination, and problem-solving skills.
- Ability to manage multiple service requests and work under pressure.
Preferred Skills
- Experience handling AMC-based support and enterprise customers.
- Knowledge of IT service management tools and ticketing systems.
- Exposure to ISO/ITIL processes is an added advantage.
Reporting To
Service Manager / Operations Manager
Pay: ₹20,000.00 - ₹30,000.00 per month
Benefits:
Work Location: In person
