Team Lead || IT Helpdesk || Immediate Joiner || EMEA Region

Excellent Communication is Mandatory

Role Overview:

We are looking for an experienced and proactive Team Lead for our Desktop Support team, covering the EMEA region. In this role, you will be responsible for leading a team of support professionals dedicated to delivering high-quality technical assistance for voice communication systems and desktop support. The ideal candidate will have strong leadership abilities, excellent communication skills, and a comprehensive understanding of voice support technologies, desktop environments, and IT operations.

Key Responsibilities:

• Leadership & Team Management:
  
• Lead, mentor, and manage a team of voice and desktop support specialists in India for EMEA region.
• Provide day-to-day guidance to the team to ensure service level agreements (SLAs) and KPIs are consistently met.
• Develop training programs to enhance team performance, skill sets, and knowledge.
• Conduct regular one-on-one meetings and team reviews to ensure continuous improvement.
• Foster a collaborative, high-performance team culture, encouraging proactive problem solving and technical excellence.
• Support Operations:
  
• Oversee and manage voice communication systems and desktop support incidents, including but not limited to VoIP, IP telephony, and unified communication platforms.
• Ensure all support issues (technical or otherwise) are escalated or resolved effectively in a timely manner.
• Assist with troubleshooting, diagnostics, and resolving issues for both voice and desktop systems across the organization.
• Lead efforts in system upgrades, patches, and rollouts to ensure optimal performance of voice systems and desktop configurations.
• Maintain and improve incident management processes to ensure timely resolutions and customer satisfaction.
• Collaboration & Stakeholder Engagement:
  
• Serve as the primary point of contact for escalated technical issues related to voice and desktop support across the region.
• Collaborate with IT Infrastructure, Network, and other cross-functional teams to troubleshoot and resolve complex technical issues.
• Work closely with Service Delivery Managers and other leaders to ensure that the service desk is aligned with business priorities.
• Reporting & Metrics:
  
• Monitor and report on team performance, including incident resolution, ticket volume, response times, and customer satisfaction.
• Continuously analyze trends and provide actionable recommendations for service improvements.
• Develop and present regular performance reports to senior management.
• Process Improvement & Quality Control:
  
• Drive improvements in support processes, procedures, and tools to ensure efficient service delivery and high-quality support.
• Lead post-incident reviews and contribute to knowledge base articles, documentation, and knowledge sharing.

Requirements:

• Experience:
  
• Proven experience (5+ years) in IT support, with at least 2 years in a leadership or team lead role, particularly in voice and desktop support.
• Strong technical background with hands-on experience in voice communication systems (e.g., VoIP, SIP, PBX) and desktop environments (Windows, MacOS, Active Directory, etc.).
• Familiarity with ITIL or similar frameworks and best practices in service management.
• Experience working in a global, multi-regional team environment, preferably across the EMEA region.
• Skills & Abilities:
  
• Excellent leadership, communication, and interpersonal skills.
• Strong troubleshooting and problem-solving capabilities.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• Strong customer service focus with a passion for delivering high-quality support.
• Ability to mentor and develop team members and help them reach their full potential.
• Education & Certifications:
  
• Bachelors degree in IT, Computer Science, or a related field preferred.
• Relevant certifications such as ITIL Foundation, Microsoft Certified Professional, or VoIP-related certifications (e.g., Cisco) would be a plus.
• Language Proficiency:
  
• Fluent in English (additional languages spoken within the EMEA region are a plus)