Team Lead IT Help Desk

Binary Semantics Ltd.; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Binary Semantics Ltd. in Gurugram seeks an experienced Team Leader - IT Helpdesk to guide a team of support professionals delivering high-quality technical assistance across B2B and B2C environments.

The role emphasizes people management, process discipline, and driving service excellence. You will mentor IT Helpdesk Executives, handle escalations, monitor KPIs such as CSAT and resolution times, and implement improvements leveraging hardware, software, networking, cloud, and automation

Qualifications

• Experience leading IT Helpdesk or Technical Support teams.
• Strong troubleshooting and escalation management skills.
• Excellent communication and stakeholder management abilities.

Responsibilities

• Lead, mentor, and manage a team of IT Helpdesk Executives.
• Handle customer escalations and complex technical issues.
• Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution.
• Provide technical guidance across hardware, software, networking, cloud, and managed IT services.
• Conduct coaching sessions, performance reviews, and team development activities.
• Analyze operational performance and implement process improvements.
• Ensure compliance with SOPs, security standards, and organizational policies.
• Identify automation and AI-driven opportunities to improve service efficiency.

Skills

Team leadership

Escalation management

Troubleshooting

Communication

Stakeholder management

Hardware

Software

Networking

Cloud technologies

Automation opportunities

Job description

We are seeking an experienced Team Leader - IT Helpdesk to lead a team of support professionals delivering high-quality technical assistance across B2B and B2C environments. The ideal candidate will have strong people management skills, technical expertise, and a proven ability to drive operational excellence.

Key Responsibilities

• Lead, mentor, and manage a team of IT Helpdesk Executives
• Handle customer escalations and complex technical issues
• Drive service delivery KPIs including CSAT, FCR, Quality, Productivity, and Ticket Resolution
• Provide technical guidance across hardware, software, networking, cloud, and managed IT services
• Conduct coaching sessions, performance reviews, and team development activities
• Analyze operational performance and implement process improvements
• Ensure compliance with SOPs, security standards, and organizational policies
• Identify automation and AI-driven opportunities to improve service efficiency

Requirements

• Experience leading IT Helpdesk or Technical Support teams
• Strong troubleshooting and escalation management skills
• Excellent communication and stakeholder management abilities
• Working knowledge of hardware, software, networking, and cloud technologies
• Ability to manage teams in a fast-paced, customer-centric environment

What We Offer

• Dynamic and collaborative work environment
• Exposure to enterprise B2B and B2C support operations