Job Description
Team Leader - IT Helpdesk
Location:
Gurgaon Work Mode:
5 Days Work From Office Shift:
Night Shift About the Role We are seeking an experienced
Team Leader - IT Helpdesk
to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence. Key Responsibilities Lead, mentor, and manage a team of IT Helpdesk Executives Handle customer escalations and complex technical issues Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution Provide technical guidance across hardware, software, networking, cloud, and managed IT services Conduct coaching sessions, performance reviews, and team development activities Analyze operational performance and implement process improvements Ensure compliance with SOPs, security standards, and organizational policies Identify automation and AI-driven opportunities to improve service efficiency Requirements Experience leading IT Helpdesk or Technical Support teams Strong troubleshooting and escalation management skills Excellent communication and stakeholder management abilities Working knowledge of hardware, software, networking, and cloud technologies Ability to manage teams in a fast-paced, customer-centric environment What We Offer Career growth opportunities Dynamic and collaborative work environment Exposure to enterprise B2B and B2C support operations Interested candidates can share their updated resume at (Jyoti@binarysemantics.com).
Gurgaon Work Mode:
5 Days Work From Office Shift:
Night Shift About the Role We are seeking an experienced
Team Leader - IT Helpdesk
to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence. Key Responsibilities Lead, mentor, and manage a team of IT Helpdesk Executives Handle customer escalations and complex technical issues Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution Provide technical guidance across hardware, software, networking, cloud, and managed IT services Conduct coaching sessions, performance reviews, and team development activities Analyze operational performance and implement process improvements Ensure compliance with SOPs, security standards, and organizational policies Identify automation and AI-driven opportunities to improve service efficiency Requirements Experience leading IT Helpdesk or Technical Support teams Strong troubleshooting and escalation management skills Excellent communication and stakeholder management abilities Working knowledge of hardware, software, networking, and cloud technologies Ability to manage teams in a fast-paced, customer-centric environment What We Offer Career growth opportunities Dynamic and collaborative work environment Exposure to enterprise B2B and B2C support operations Interested candidates can share their updated resume at (Jyoti@binarysemantics.com).
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