Helpdesk Team Leader

Logic Systech; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Logic Systech in Mumbai is seeking a proactive Helpdesk Team Leader to oversee daily Helpdesk operations, ensure SLA adherence, and monitor team performance.

You will coordinate with stakeholders, drive process improvements, and maintain thorough documentation while mentoring a team. The ideal candidate has 4–6 years in Helpdesk/Service Desk with at least 1 year in a supervisory role and ITIL familiarity.

Qualifications

• 4–6 years of experience in Helpdesk/Service Desk.
• At least 1 year in a team leadership or supervisory role.
• Strong leadership and coordination skills.
• Good understanding of Ticketing Tools, Incident Management, and SLA management.
• Excellent communication and documentation skills.
• ITIL certification preferred.

Responsibilities

• Oversee daily operations of the Helpdesk team.
• Ensure adherence to SLAs and monitor performance.
• Coordinate with stakeholders and communicate effectively.

Skills

Communication skills

Leadership

Prioritization

Analytical thinking

Documentation

Education

ITIL Certification

Tools

Ticketing Tools

Microsoft Excel

Microsoft Outlook

Job description

We are looking for a proactive and experienced Helpdesk Team Leader to oversee the daily operations of the Helpdesk team. The ideal candidate will be responsible for ensuring adherence to service level agreements (SLAs), team performance monitoring, stakeholder communication, and continuous process improvement. The role requires strong leadership, coordination, and documentation skills to ensure seamless service delivery.

Requirements:

• Excellent communication, interpersonal, and coordination skills.

• Strong leadership and team management abilities.

• Good understanding of Ticketing Tools, Incident Management, and SLA management.

• Ability to multitask and effectively prioritize work in a fast-paced environment.

• Strong analytical and problem-solving skills.

• Good knowledge of documentation, reporting, and process compliance.

• Proficiency in Microsoft Office, especially Excel and Outlook.

• ITIL Certification preferred

• 4 to 6 years of experience in Helpdesk or Service Desk, with at least 1 year in a team leadership or supervisory role.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.