Product based company - Lead_IT Helpdesk - Pune(Baner)- Night Shift

Lead_IT Helpdesk

Shift: 6.00 PM 3.00 AM & 8.00 PM 5.00 AM & 10 PM 7 AM OR 24/7 Rotational

Role & responsibilities

Lead, mentor, and supervise a team of IT helpdesk technicians to ensure high performance and efficient resolution of support requests.

• Monitor ticket queues, manage workload distribution, and ensure SLAs (Service Level Agreements) are met
• Provide guidance, training, and performance feedback to Helpdesk staff
• Serve as the point of escalation for complex or high-priority issues
• Lead, mentor, and supervise a team of IT helpdesk technicians to ensure high performance and efficient resolution of support requests.
• Troubleshoot, diagnose, and resolve IT issues related to hardware, software, and network problems.
• Assist in the development and implementation of procedures to handle incidents more efficiently.
• Maintain a strong understanding of end-user needs and ensure a customer-focused approach to service delivery.
• Provide regular status updates on service performance, ticket resolutions, and system issues.
• Prepare reports on common technical issues and propose solutions to improve system performance.

Preferred candidate profile

Bachelors degree in computer science / Engineering or related job experience • Carry excellent communication skills (Speak/Read/Write) • 8+ years related Helpdesk support experience in 24/7 model preferably voice support. • Hands on working with Enterprise setup and global team, Datacenter/NOC experience a plus.

Perks and benefits