Service Desk Team Lead - US Voice

HTC Global Services; Chennai; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

One-way cab facility

Job summary

HTC Global Services is seeking a Service Desk Team Lead - US Voice with 6+ years in IT support, including 2+ years in leadership. You will mentor the Voice Support team, handle escalations, and provide guidance on Windows OS, Office 365, Active Directory and VPN issues.

The role requires ownership of SLA, CSAT and KPI metrics and scheduling for 24/7 coverage. You will drive training, enforce IT security policies, and foster knowledge sharing within the team while ensuring high-quality customer

Qualifications

• Any Graduate
• Willing to work in US shift
• Experience resolving escalated customer issues
• Excellent leadership and team management skills.
• Strong communication skills, both verbal and written.
• Ability to handle high-pressure situations and make decisions quickly.
• Experience with ITSM tools.

Responsibilities

• Lead, mentor and guide the Voice Support team to achieve service excellence.
• Handle complex technical issues and escalations, ensuring timely resolution.
• Provide technical guidance for Windows OS, Office 365, AD, VPN, hardware, software, and network issues.
• Monitor SLA, CSAT, AHT and other service desk KPIs.
• Perform RCA and Problem Management.
• Manage team schedules for 24/7 coverage and peak workloads.
• Identify training needs and facilitate development.
• Promote knowledge sharing and continuous learning.
• Train new team members.
• Ensure adherence to IT security policies.
• Develop and manage on-call rotation for continuous support.

Skills

Leadership

Team management

Communication

Decision making

Time management

Education

Any Graduate

Tools

Windows OS

Office 365

Active Directory

VPN

Networking

Job description

About the Role

We are seeking a Service Desk Team Lead - US Voice with 6+ years of experience in technical/non-technical support or IT support, with at least 2 years in a leadership or supervisory role.

Job Description

We are seeking a Service Desk Team Lead - US Voice with 6+ years of experience in technical/non-technical support or IT support, with at least 2 years in a leadership or supervisory role.

Responsibilities

• Lead, mentor and guide the Voice Support Technical team members to achieve service excellence.
• Handle complex technical issues and escalations, ensuring timely resolution.
• Provide technical guidance and support for Windows OS, Microsoft Office 365, Active Directory, VPN, hardware, software, and network-related issues.
• Monitoring SLA, CSAT, AHT and other service desk KPIs.
• Root Cause Analysis (RCA) and Problem Management.
• Manage team schedules to ensure 24/7 coverage and address peak workloads.
• Identify training needs for team members and facilitate professional development.
• Promote knowledge sharing and continuous learning within the team.
• Training of new members of the team
• Ensure that team members adhere to IT security policies and practices.
• Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed.

Desired Candidate Profile

• Any Graduate
• willing to work in US shift
• Experience resolving escalated customer issues
• Excellent leadership and team management skills.
• Strong communication skills, both verbal and written.
• Ability to handle high-pressure situations and make decisions quickly.
• Experience with ITSM tools.

Location

Chennai; Locality Vandalur

Transportation

One-way cab facility (drop) is provided

Walk-in Details

From 28-October-26 to 30-October-26

Time - 11:00am to 6:00pm

Office location : 3, Kilambakkam Village, G.S.T Road, Vandalur