Senior Shift Lead

HCL Technologies Limited; New Jersey; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401(k) retirement plan

10 days of paid time off per year

10 paid holidays per year

Employee assistance program

Job summary

HCL Technologies Limited in New Jersey is seeking a capable leader to oversee the operations of the support team, including ticket tracking and escalation management, to ensure smooth service delivery.

The role focuses on driving performance, implementing service-improvement strategies, and guiding the team to enhance technical capabilities and productivity. A comprehensive benefits package is provided including health coverage, 401(k), PTO and holidays.

Responsibilities

• Ensure the team meets performance expectations and delivers quality IT support.
• Develop and implement strategies for improving service delivery and customer satisfaction.
• Prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.
• Develop and guide the team members in enhancing their technical capabilities and increasing productivity.

Skills

Team leadership

IT support

Escalation management

Performance tracking

Job description

To be responsible for overseeing the operations of the support team including , ticket tracking and escalations to ensure smooth service delivery.

Key Responsibilities

• 1. To ensures team meets performance expectations and delivers quality IT support.
• 2. To develop and implement strategies for improving service delivery and customer satisfaction.
• 3. To prepare and submit status reports for minimizing exposure and risks on the project or closure of escalations.
• 4. To develop and guide the team members in enhancing their technical capabilities and increasing productivity.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies.

In addition, this role is eligible for the following benefits subject to company policies:

• medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance
• employee assistance program
• 401(k) retirement plan
• 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year)
• 10 paid holidays per year