"Key Responsibilities Team Leadership & Management • Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality. • Manage team scheduling, attendance, task allocation, and workload distribution. • Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity. • Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed. Operational Responsibilities • Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support. • Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs. • Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy. • Assist in handling high-priority or major incident tickets as required. • Prepare daily/weekly reports on team performance and service desk KPIs. Process & Quality Improvement • Identify gaps in support processes and develop improvement plans. • Ensure compliance with ITIL processes such as Incident, Request, and Problem Management. • Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs. • Promote consistent application of company policies, procedures, and service standards. Customer Service • Maintain a strong customer-service mindset across the team. • Handle user complaints professionally and ensure issues are resolved promptly. • Communicate effectively with end-users, peers, and management during incidents or service outages. ________________________________________ Skills & Qualifications Required • Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). • 3–5 years of experience in IT Service Desk or technical support roles. • At least 1–2 years of experience in a supervisory/team-lead capacity. • Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.). • Strong communication, leadership, and conflict-resolution skills. • Ability to multitask, prioritize, and work under pressure. Preferred • ITIL v3/v4 Foundation certification. • Experience working in 24×7 support environments. • Familiarity with remote support tools (TeamViewer, RDP, etc.). ________________________________________ Key Attributes • Strong customer-focus • Proactive and solution-oriented • Excellent teamwork and mentoring ability • High attention to detail • Analytical and process-driven mindset Work Timings: General business: Mon – Fri, 7 am – 7 pm CST FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST