Tech Support Team Lead

Binary Semantics Ltd.; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Binary Semantics Ltd. in Gurgaon is seeking an experienced Team Leader – IT Helpdesk to guide a dynamic group delivering frontline IT support for B2B and B2C environments.

You will manage day-to-day operations, handle escalations, coach staff, and ensure service levels, CSAT and quality metrics are met. This role requires strong technical knowledge and people leadership for US shift rotations.

Qualifications

• Excellent verbal and written communication skills.
• Strong client, stakeholder management and interpersonal skills.
• Exceptional troubleshooting, analytical and research capabilities.
• High level of ownership, accountability, and professionalism.
• Proficiency in Microsoft Office and Google Workspace.

Responsibilities

• Lead, mentor, and motivate a team of IT Helpdesk Executives to consistently deliver high-quality technical support and exceptional customer service.
• Ensuring adherence to service levels, productivity, quality, and customer satisfaction goals.
• Handle customer escalations, supervisor calls, and complex technical issues, ensuring timely resolution and positive customer outcomes.
• Provide technical guidance and troubleshooting support to team members across hardware, software, networking, cloud, and managed IT environments.
• Drive key operational metrics including CSAT, FCR, AHT, Ticket Resolution, Quality, Shrinkage, Productivity, and Revenue.
• Conduct regular coaching sessions, performance reviews, feedback discussions, and team meetings to drive continuous improvement.

Skills

Strong communication

Stakeholder management

Troubleshooting

Customer-focused

Analytical skills

Education

Bachelor's degree in IT / related field

Job description

Immediate Hiring For Tech Support Team Lead - Gurgaon(WFO & US Shift)

Note: Immediate joiners are preferred.

About Binary Semantics

We are a client centric global software development company offering IT services, Consulting services and Knowledge services across several industry segments such as Automobiles, Manufacturing, FMCG, Technology, Insurance, Travel, Hospitality and B2B Publishing. Our global operations spread across USA, Canada, Europe and India. We leverage our strong technology expertise and deep industry knowledge to develop customized solutions and services.

Job Summary

We are looking for an experienced and proactive Team Leader – IT Helpdesk to lead a team responsible for delivering high-quality IT helpdesk services across B2B client accounts and B2C customer environments.

The role combines people leadership, IT service delivery, technical expertise, customer and client

management, and operational performance management. The Team Leader will be responsible for

managing day-to-day helpdesk operations, developing team capabilities, handling escalations, supporting B2B account requirements, and ensuring agreed service levels and customer experience objectives are consistently achieved.

Key Responsibilities

Lead, mentor, and motivate a team of IT Helpdesk Executives to consistently deliver high-quality

technical support and exceptional customer service.

ensuring adherence to service levels, productivity, quality, and customer satisfaction goals.

Handle customer escalations, supervisor calls, and complex technical issues, ensuring timely

resolution and positive customer outcomes.

Provide technical guidance and troubleshooting support to team members across hardware,

software, networking, cloud, and managed IT environments.

Drive key operational metrics including CSAT, FCR, AHT, Ticket Resolution, Quality, Shrinkage,

Productivity, and Revenue.

Conduct regular coaching sessions, performance reviews, feedback discussions, and team

meetings to drive continuous improvement.

Monitor quality trends, identify coaching opportunities, and work closely with Quality and

Training teams to improve overall team performance.

Analyze operational reports and performance data to identify improvement opportunities and

implement corrective action plans.

Prepare and present operational reports, root cause analyses (RCA), and performance insights to

management.

Identify opportunities to improve processes, automate repetitive tasks, and enhance operational

efficiency through technology and AI-enabled solutions.

Ensure compliance with organizational policies, standard operating procedures (SOPs), and

information security guidelines.

Promote a positive, collaborative, and performance-driven team culture.

Drive revenue through customer-centric recommendations of relevant IT products, managed

services, and value-added solutions whenever appropriate.

Technical Expertise

Windows 10/11 operating systems

macOS

Microsoft 365 and Microsoft Office applications

Google Workspace and Google SaaS products

User account, access, and password-related administration

VPNs and remote connectivity

Desktop/laptop hardware and peripherals

LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP, and basic networking concepts

Printers and multifunction devices

Antivirus, endpoint protection, and endpoint security

Cybersecurity and information security best practices

Software installation, configuration, troubleshooting, patching, and updates

Remote desktop and remote support tools

Ticketing and IT Service Management (ITSM) platforms

Incident and service request management

Managed IT Services and remote helpdesk environments

Basic understanding of cloud-based IT environments

Strong people management and team leadership skills.

Excellent decision-making and problem-solving abilities.

Ability to coach, mentor, and develop team members.

Strong analytical and reporting skills with the ability to interpret operational data and drive

improvements.

Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.

Strong organizational, planning, and time management skills.

Proactive mindset with a focus on continuous improvement and operational excellence.

Ability to leverage AI tools and automation to improve productivity, troubleshooting efficiency,

and customer experience.

Skills & Qualifications

Excellent verbal and written communication skills.

Strong client, stakeholder management and interpersonal skills.

Exceptional troubleshooting, analytical and research capabilities.

Customer-focused with a solution-oriented approach.

High level of ownership, accountability, and professionalism.

Strong proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) and Google

Workspace.

ITIL Foundation Certification or working knowledge of ITIL Service Management practices will be

an added advantage.

Experience & Education

Bachelor's degree in any discipline (preferred).

Minimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT

Operations, End-User Computing, or a related IT service environment.

Minimum 1 year of experience in a Team Leader within an IT helpdesk/service delivery

Experience supporting both consumer and business customers will be preferred.

Work Schedule

Permanent, Full-Time

Rotational US Shift

5 day working week with two rotational week-offs

Flexibility to work across shifts based on business and client requirements

BPO / ITES / Managed IT Services / Technology Services / IT Service Management.