IT Support Team Lead

BizQuad; Bengaluru; On-site; INR 1,200,000 - 1,400,000; Full time

Job summary

BizQuad in Bengaluru, India is seeking a permanent IT Support Team Lead with 8–12 years of End User Support experience and at least 3 years leading teams. The role focuses on leading the onsite IT support team, ensuring timely incident resolution, and maintaining high client satisfaction while driving service performance and process improvements.

You will manage SLAs/KPIs, coordinate shifts, act as escalation point, conduct post-incident reviews, mentor staff, and ensure ITIL-aligned governance

Qualifications

• 8–12 years of experience in End User Support.
• Minimum 3 years of experience leading support teams.

Responsibilities

• Lead and manage the daily operations of the onsite IT support team.
• Monitor ticket queues and ensure timely resolution of incidents and service requests.
• Coordinate shift schedules and handovers to ensure uninterrupted service coverage.
• Ensure compliance with SLAs, KPIs, and operational procedures.
• Allocate resources effectively to meet business and client requirements.
• Manage major incidents and coordinate resolution with technical teams.
• Handle executive and VIP support escalations with urgency and professionalism.
• Act as the primary escalation point for service-related issues.
• Conduct post-incident reviews and implement corrective actions to prevent recurrence.
• Monitor service performance using operational metrics and dashboards.
• Identify trends, recurring issues, and opportunities for service improvement.
• Drive process optimization and implement best practices to improve operational efficiency.
• Ensure adherence to ITIL service management processes.
• Serve as the primary point of contact for client stakeholders regarding service delivery.
• Conduct regular operational reviews and service meetings.
• Communicate service performance, risks, and improvement initiatives to management and clients.
• Build and maintain strong client relationships while ensuring high levels of customer satisfaction.
• Prepare and present daily, weekly, and monthly operational reports.
• Analyze SLA, KPI, incident, and service performance data.
• Ensure accurate documentation of operational activities and governance reports.
• Support audits and compliance requirements.
• Lead knowledge management initiatives by developing and maintaining SOPs, knowledge articles, and operational documentation.
• Mentor and coach team members to enhance technical and customer service capabilities.
• Conduct regular team meetings, performance reviews, and training sessions.
• Foster a collaborative and high-performance work environment.
• Support contract and service review discussions when required.

Skills

End User Support

Leadership

ITIL

SLA Management

KPI Management

ServiceNow

Incident Management

Problem Management

Operational Reporting

Dashboard Analysis

Tools

ServiceNow

Job description

MNC

Full-time

Experience Required

8 - 12 Years

Salary Range

1,200,000 - 1,400,000 INR

Openings

1 Position(s)

Application Deadline

No Deadline

Job Description

This permanent, full-time IT Support Team Lead role, based in Bangalore, requires 8-12 years of experience in end-user support, with a minimum of 3 years in a leadership capacity.The primary focus of this position is to lead and manage the daily operations of the onsite IT support team, ensuring timely resolution of incidents and service requests, and maintaining high levels of client satisfaction.The successful candidate will be responsible for driving service performance, optimizing processes, and fostering a collaborative and high-performance work environment.

Responsibilities

• Lead and manage the daily operations of the onsite IT support team.
• Monitor ticket queues and ensure timely resolution of incidents and service requests.
• Coordinate shift schedules and handovers to ensure uninterrupted service coverage.
• Ensure compliance with SLAs, KPIs, and operational procedures.
• Allocate resources effectively to meet business and client requirements.
• Manage major incidents and coordinate resolution with technical teams.
• Handle executive and VIP support escalations with urgency and professionalism.
• Act as the primary escalation point for service-related issues.
• Conduct post-incident reviews and implement corrective actions to prevent recurrence.
• Monitor service performance using operational metrics and dashboards.
• Identify trends, recurring issues, and opportunities for service improvement.
• Drive process optimization and implement best practices to improve operational efficiency.
• Ensure adherence to ITIL service management processes.
• Serve as the primary point of contact for client stakeholders regarding service delivery.
• Conduct regular operational reviews and service meetings.
• Communicate service performance, risks, and improvement initiatives to management and clients.
• Build and maintain strong client relationships while ensuring high levels of customer satisfaction.
• Prepare and present daily, weekly, and monthly operational reports.
• Analyze SLA, KPI, incident, and service performance data.
• Ensure accurate documentation of operational activities and governance reports.
• Support audits and compliance requirements.
• Lead knowledge management initiatives by developing and maintaining SOPs, knowledge articles, and operational documentation.
• Mentor and coach team members to enhance technical and customer service capabilities.
• Conduct regular team meetings, performance reviews, and training sessions.
• Foster a collaborative and high-performance work environment.
• Support contract and service review discussions when required.

Qualifications

• 8–12 years of experience in End User Support.
• Minimum 3 years of experience leading support teams.

Skills Required

ServiceNow Incident ServiceNow Request ServiceNow Reporting ITIL Service Management Processes SLA Management KPI Management Incident Management Problem Management Operational Reporting Dashboard Analysis