IT Help Desk Supervisor

Schima Sysnet And Systems; Chengalpattu; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Schima Sysnet And Systems is seeking an experienced IT Helpdesk Lead to oversee day-to-day helpdesk operations and supervise the support team in Chengalpattu, Tamil Nadu. The role involves technical support across Windows, Linux, and cloud services, handling tickets via ManageEngine and CRM platforms, and ensuring SLA adherence.

The ideal candidate will have 5–10 years in IT helpdesk roles, supervisory experience, strong troubleshooting, and excellent English communication.

Qualifications

• 5 to 10 years of experience in IT Helpdesk, Service Desk, IT Support, or IT Infrastructure support.
• Experience in a supervisory or team lead role is preferred.
• Strong troubleshooting knowledge in IT infrastructure environments.
• Hands-on experience with ticketing tools and CRM systems.
• Excellent English verbal and written communication skills.

Responsibilities

• Provide technical support via phone, email, and remote support tools.
• Monitor, create, manage, and follow up on tickets in ManageEngine and CRM platforms.
• Troubleshoot and support Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS environments.
• Ensure incidents and service requests are resolved within defined SLA timelines.
• Escalate unresolved or complex issues to the appropriate technical teams.
• Monitor ticket queues and ensure proper prioritization and timely closure.
• Supervise and coordinate the day-to-day activities of the helpdesk/support team.
• Allocate and coordinate engineer schedules based on customer requirements and workload.
• Monitor team performance, ticket status, response times, and SLA compliance.
• Coordinate with internal technical teams and management for issue resolution.
• Provide guidance and support to helpdesk engineers on technical and customer-related issues.
• Ensure timely and professional communication with customers.
• Follow up with customers regarding open incidents and service requests.
• Handle customer escalations and ensure appropriate resolution.
• Maintain good customer relationships and ensure a high level of customer satisfaction.
• Prepare and analyze operational reports.

Skills

IT Helpdesk

Team Lead

Windows

Linux

Microsoft 365

Active Directory

Azure

AWS

ManageEngine

CRM Systems

SLA Monitoring

Incident Management

Customer Service

English Communication

Education

Bachelor's degree/Diploma in IT

Tools

ManageEngine

Job description

Role & responsibilities

Helpdesk & Technical Support

• Provide technical support via phone, email, and remote support tools.
• Monitor, create, manage, and follow up on tickets in ManageEngine and CRM platforms.
• Troubleshoot and support Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS environments.
• Ensure incidents and service requests are resolved within defined SLA timelines.
• Escalate unresolved or complex issues to the appropriate technical teams.
• Monitor ticket queues and ensure proper prioritization and timely closure.

Team Supervision & Coordination

• Supervise and coordinate the day-to-day activities of the helpdesk/support team.
• Allocate and coordinate engineer schedules based on customer requirements and workload.
• Monitor team performance, ticket status, response times, and SLA compliance.
• Coordinate with internal technical teams and management for issue resolution.
• Provide guidance and support to helpdesk engineers on technical and customer-related issues.

Customer & Service Management

• Ensure timely and professional communication with customers.
• Follow up with customers regarding open incidents and service requests.
• Handle customer escalations and ensure appropriate resolution.
• Maintain good customer relationships and ensure a high level of customer satisfaction.

Required Skills & Qualifications

• 5 to 10 years of experience in IT Helpdesk, Service Desk, IT Support, or IT Infrastructure support.
• Previous experience in a supervisory or team lead role is preferred.
• Strong troubleshooting knowledge in IT infrastructure environments.
• Good working knowledge of Windows, Linux, Microsoft 365, Active Directory, DNS, Azure, and AWS.
• Hands-on experience with ticketing tools such as ManageEngine and CRM systems.
• Strong knowledge of incident management, escalation management, and SLA monitoring.
• Excellent verbal and written English communication skills.
• Strong customer service and interpersonal skills.
• Good team coordination and problem-solving abilities.
• Ability to prepare and analyze operational reports.

Preferred candidate profile

• ITIL certification is preferred.
• Bachelor's degree/Diploma in IT, Computer Science, Information Technology, or a related field.
• Experience working with an IT service provider.
• Experience handling multiple customers and support environments will be an added advantage.