Team Leader - Remote Desktop Support

Taskus; Navi Mumbai; Remote; INR 600,000 - 900,000; Full time

Job summary

Taskus is seeking a Team Leader for remote technical support to manage an international client-facing team in Navi Mumbai. You will ensure SLA/KPI targets, coach staff, and drive high-quality customer experiences.

You will oversee remote desktop support, troubleshoot complex issues, configure VPNs and MFA, and coordinate with global teams. Strong communication and cultural awareness are essential for this role.

Qualifications

• Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients.
• Proficiency in using remote support tools and technologies.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Experience with MFA solutions, such as Yubikey, and VPN technologies.
• Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
• Ability to work independently and collaborate effectively in a remote team environment.
• Experience using collaboration tools like Slack for communication and Jira for ticket management

Responsibilities

• Lead a team of remote technical support engineers and ensure SLA/KPI adherence.
• Plan day-to-day operations and schedule adherence for team members.
• Coach, train and develop team members through huddles and feedback sessions.
• Provide remote technical support to international clients via phone, email, chat, and remote desktop tools.
• Troubleshoot and resolve hardware and software issues on desktops, laptops, printers, and peripherals.
• Set up and configure VPN connections for secure remote access and MFA solutions.
• Collaborate with cross-functional teams across different time zones to resolve complex issues.
• Document tickets, solutions, and processes in Jira or similar systems.
• Deliver IT best practices and training to end-users globally.
• Stay updated on technology trends to continuously improve service delivery.

Skills

Team leadership

Remote desktop support

SLA/KPI management

Troubleshooting

MFA (Yubikey)

VPN technologies

Jira

Slack

Cross-cultural communication

Education

Bachelor's degree in Computer Science or IT

Tools

Jira

Slack

VPN tools

Yubikey MFA

Job description

Key Responsibilities :-

• - Handling team of Remote technical support engineers, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs).
• -As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility.
• - To be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and
  grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department.
  
• - Provide remote technical support to international clients via phone, email, chat, and remote
• desktop tools.
• - Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers,
• and peripherals.
• - Install, configure, and maintain operating systems, software applications, and security patches.
• - Set up and configure VPN connections for secure remote access.
• - Implement and support multi-factor authentication (MFA) solutions, including Yubikey.
• - Collaborate effectively with cross-functional teams across different time zones to elevate and
• resolve complex technical issues.
• - Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing
• systems.
• - Provide training and guidance to international end-users on IT best practices and procedures.
• - Stay updated on emerging technologies and industry trends to continuously improve service
• delivery and enhance client satisfaction

Requirements:-

• - Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients .
• - Proficiency in using remote support tools and technologies.
• - Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• - Experience with MFA solutions, such as Yubikey, and VPN technologies.
• - Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
• - Ability to work independently and collaborate effectively in a remote team environment.
• - Experience using collaboration tools like Slack for communication and Jira for ticket management

Preferred Qualifications:-

• - Bachelor's degree in Computer Science, Information Technology, or related field.
• - Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+).
• - Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux.