Service Desk Team Lead - US Voice

HTC Global; Chennai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HTC Global Services in Chennai is seeking a Service Desk Team Lead - US Voice with 6+ years of IT support experience, including at least 2 years in a leadership role. The role is onsite and requires managing a Voice Support team to deliver high-quality service across Windows OS, AD, VPN, and Office 365.

You will monitor KPIs, drive escalation handling, and ensure 24/7 coverage with effective training and security adherence.

Qualifications

• 6+ years of IT support experience with 2+ years in leadership.
• Proven ability to handle escalations and guide a Voice Support team.
• Strong knowledge of Windows OS, Office 365, AD, VPN, networks.

Responsibilities

• Lead, mentor and guide the Voice Support Technical team to achieve service excellence.
• Handle complex technical issues and escalations, ensuring timely resolution.
• Provide technical guidance for Windows OS, Microsoft Office 365, Active Directory, VPN, hardware, software, and network-related issues.
• Monitor 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.

Skills

Leadership

Team management

Communication

ITSM experience

Escalation handling

Windows OS

Education

Any Graduate

Tools

Windows OS

Active Directory

VPN

ITSM tools

Microsoft Office 365

Job description

Location: Chennai (TN) | Employment Type: Full Time - 40 hours per week | Job Level: T4 | Work Preference: Onsite at work location address | Job Code: 245771

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.

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

At HTC Global Services, our culture is an embodiment of who we are – a value-led organizationcommitted to success of our people and customers.

• Hybrid and Workplace flexibility
• Work-Life-Balance
• Well-defined career development plan
• Rewards & Recognition program
• L&D focuses on upskilling
• Hands-on experience on Emerging Technologies and Digital Transformation
• Career Mobility programs

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