Helpdesk Team Leader

Career Path HR Solution; Mumbai; On-site; INR 900,000 - 1,350,000; Full time

Job summary

Career Path HR Solution in Mumbai is seeking a proactive Helpdesk Team Leader to oversee the IT Helpdesk operations in Vikhroli. You will ensure timely incident resolution, monitor SLA adherence, and drive performance through coaching.

The role requires 4–6 years of IT helpdesk experience, any graduate, and a lead or supervisory background. You'll coordinate with stakeholders and manage escalations while promoting standard processes.

Qualifications

• Any Graduate (Mandatory).
• 4-6 years of experience in IT Helpdesk or Service Desk operations.
• Minimum 1 year of experience in a Team Lead or Supervisory role.

Responsibilities

• Helpdesk Operations: Monitor and manage daily Helpdesk operations to ensure timely handling of support requests.
• Team Leadership: Lead, mentor, and support the Helpdesk team to achieve operational excellence.
• Incident & Stakeholder Management: Ensure proactive communication with customers and stakeholders regarding incident status and resolution.
• Reporting & Compliance: Review and validate reports; prepare MIS, SLA, and service performance reports.

Skills

Leadership

Team management

Ticketing tools

Incident management

SLA management

Communication

Coordination

Stakeholder management

Analytical skills

Problem solving

Documentation

Reporting

Process compliance

Microsoft Excel

Outlook

MS Office

Multitasking

Fast-paced work

Education

Any Graduate

Tools

Ticketing Tools

MS Excel

Outlook

Job description

Job Title: Helpdesk Team Leader
Location: Vikhroli, Mumbai
Experience: 4-6 Years
Qualification: Any Graduate (Mandatory)
Department: IT Support / Service Desk
Shift: 10:00 AM - 6:00 PM
Gender Preference: Male
Preferred Age: Below 35 Years
Reporting To: Assistant Manager - Services

About The Role

We are looking for a proactive and experienced Helpdesk Team Leader to oversee the daily operations of the IT Helpdesk team. The ideal candidate will ensure timely incident resolution, SLA adherence, team performance monitoring, stakeholder communication, and continuous process improvement while delivering exceptional IT support services.

Key Responsibilities

Helpdesk Operations

• Monitor and manage daily Helpdesk operations to ensure timely handling of support requests.
• Oversee ticket logging, assignment, prioritization, and closure as per SLA.
• Monitor ticket queues, incident trends, and service quality.
• Ensure adherence to IT support processes, policies, and documentation standards.

Team Leadership

• Lead, mentor, and support the Helpdesk team to achieve operational excellence.
• Conduct regular performance reviews and coaching sessions.
• Promote continuous learning through training and certifications.
• Allocate tasks and monitor team productivity.

Incident & Stakeholder Management

• Ensure proactive communication with customers and stakeholders regarding incident status.
• Coordinate with internal teams for timely issue resolution.
• Manage escalations and ensure customer satisfaction.
• Support IT projects and service-related initiatives from planning to execution.

Reporting & Compliance

• Review and validate reports before submission.
• Prepare MIS, SLA, and service performance reports.
• Maintain accurate documentation and data repositories.
• Ensure compliance with operational procedures and quality standards.

Desired Candidate Profile

Educational Qualification

• Any Graduate.

Experience

• 4-6 years of experience in IT Helpdesk or Service Desk operations.
• Minimum 1 year of experience in a Team Lead or Supervisory role.

Required Skills

• Strong leadership and team management skills.
• Hands-on experience with Ticketing Tools, Incident Management, and SLA management.
• Excellent communication, coordination, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Knowledge of documentation, reporting, and process compliance.
• Proficiency in Microsoft Excel, Outlook, and MS Office.
• Ability to multitask and work in a fast-paced environment.

What We Are Looking For

• A customer-focused leader with strong operational and team management capabilities.
• Someone who can drive service excellence while maintaining SLA compliance.
• A proactive professional with excellent coordination and communication skills.
• An individual committed to continuous improvement and delivering high-quality IT support.