Team Lead - Helpdesk

Helpdesk Team Lead

Role Overview

We are looking for an experienced Helpdesk Team Lead to drive service excellence, mentor team members, manage escalations, and ensure SLA compliance. The ideal candidate will possess strong technical expertise, leadership skills, and a proactive approach to problem-solving and process improvement.

Key Responsibilities

• Investigate and drive assigned tasks to closure, including process rollouts, UAT, and service improvement initiatives.
• Respond to customer complaints and CSAT feedback, ensuring timely resolution.
• Identify recurring issues, perform Root Cause Analysis (RCA), and recommend process improvements.
• Proactively identify risks and escalate critical concerns when required.
• Prepare and present daily, weekly, and monthly operational reports.
• Mentor, coach, and train Helpdesk team members to improve performance and SLA achievement.
• Act as an escalation point for complex technical and operational issues.

Required Skills & Experience

• Strong experience in Windows OS, Microsoft 365 (O365), and Microsoft Office Suite (Outlook, Teams, Word, Excel, PowerPoint, SharePoint).
• Expertise in Incident Management, Service Desk Operations, and SLA Management.
• Strong troubleshooting skills across Active Directory, Networking, VPN, VDI, Cisco AnyConnect, and Remote Access technologies.
• Hands-on experience with Zendesk or similar ticketing tools.
• Working knowledge of PowerShell scripting.
• Experience leading or mentoring Helpdesk/Service Desk teams.
• Excellent communication, analytical, problem-solving, and stakeholder management skills.

Preferred

• ITIL Foundation certification.
• Experience in customer satisfaction programs and service improvement initiatives.

Experience: 8+ Years
Location: Navi Mumbai
Employment Type: Full-Time