Team Lead - IT Helpdesk

The Hackett Group; Telangana; On-site; INR 600,000 - 1,000,000; Full time

Job summary

A leading consultancy firm in India is seeking a Help Desk Manager to oversee service desk operations and ensure effective support for users. The ideal candidate should have proficiency in managing Office 365 environments and possess excellent communication skills. Responsibilities include aligning team activities with organizational goals, managing incidents, and training staff. This role demands a proactive approach in troubleshooting and problem-solving to enhance service delivery and customer satisfaction.

Qualifications

• Should manage help desk activities and align with organizational values.
• Technical proficiency in troubleshooting and resolving issues in Office 365.
• Ability to communicate technical information to varied audiences.

Responsibilities

• Protect Intellectual Property and adhere to policies.
• Manage help desk call logging and report on team productivity.
• Develop reports on help desk operations and customer satisfaction.

Skills

Excellent written and verbal communication skills

Customer Relationship Management

Technical knowledge in L2 level for Office 365

Troubleshooting Office 365-related issues

Scripting languages like PowerShell

Education

Microsoft certifications (MCP / MCITP / MCSE)

Tools

ITSM tools

Intune

Microsoft Security and Compliance portal

Job description

Responsibilities

• Understand the values and vision of the organization and align the activities accordingly
• Protect the Intellectual Property
• Adhere to all the policies and procedures
• Manage the help desk call logging system and ensure it is fit for purpose
• Take an overview of service desk calls, response times and customer satisfaction
• Understand and assist in compliance with software license requirements
• Offer hardware and software support as necessary
• Contribute to management meetings as required
• Handle Escalations, Handling aggressive users & Reporting
• Manage Training & daily SLA reporting
• Should manage the team independently
• Audit tickets and coaches the team to enhance performance.
• Motivate Team, Conduct Reviews & Provide Feedback
• Maintain healthy KPIs & KRAs.
• Technical knowledge in L2 level for Win 10 & 11, O365, outlook, mobile devices, Networking, Printers.
• Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
• Exposure into Server and Network
• Exposure into Active Directory.
• Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management
• Develop daily, weekly, and monthly reports on help desk team’s productivity
• Keep abreast of changes and trends in system information and technology updates

Essential Skills

• Excellent written and verbal communication skills are essential
• Must be proficient in Customer Relationship Management
• Must be dynamic, flexible and possess perseverance skills
• Technical knowledge in L2 level for Manage and maintain Office 365 environment, including Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
• Working knowledge on security and compliance for DLP, Data lifecycle Management, Information protection.
• Configure and manage user accounts, permissions, and licenses.
• Troubleshoot and resolve Office 365-related issues.
• Manage and configure Intune for mobile device management (MDM) and mobile application management (MAM).
• Deploy and manage applications through Intune.
• Provide technical support and assistance to end‑users for Office 365 applications.
• Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management.
• Must have related experience and training in troubleshooting and providing help desk support
• Exhibit reactiveness and constructiveness at work such as suggesting innovative and pragmatic solutions
• Participate and lead projects as assigned
• Provide regular written status updates on projects to management and team without being prompted
• Must have a broad knowledge of fundamental operations of Office 365, SharePoint Online, Windows 10, Email clients, FTP clients, and Web browsers, home routers, Wi‑Fi, NDS, DHCP, Virus and Spyware removal, mobile devices, Lenovo laptops and Macs.
• Identify and promptly communicate risks that may affect deadlines

Professional Skills

• Should understand business objectives and organization structure
• The candidate must have strong work ethics and trustworthiness
• The candidate should possess attention to detail and maintain confidentiality and integrity
• Must be highly collaborative and be a team player with commitment to excellence
• Ability to work under pressure to achieve the multiple daily deadlines for client deliverables with a mature approach.
• Strong understanding of Office 365 suite, including Exchange Online, SharePoint Online, OneDrive, and Teams.
• Working knowledge on Microsoft Security and Compliance portal to handle DLP, Risk Management, Defender.
• Experience with Intune for MDM and MAM.
• Excellent troubleshooting and problem‑solving skills.
• Strong customer service orientation and interpersonal skills.
• Ability to communicate technical information clearly and concisely to both technical and non‑technical audiences.
• Experience with scripting languages (PowerShell, etc.) is a plus.

Other Relevant Information

Should have knowledge of ITSM tool, ITIL, People, Incident, Change Problem Management & Microsoft certifications (MCP / MCITP / MCSE) would be added advantage