Job Role

To act as the team lead of the L1 IT Support team by ensuring effective and timely incident resolution, user support, and service quality across all branches and business units. The role requires a technically skilled supervisor who can guide the team in diagnosing and resolving IT issues promptly, ensuring SLA compliance, and improving end-user experience.

Key Responsibilities

1. Service Desk Operations

• Supervise and manage daily operations of the IT Helpdesk and ensure timely resolution of incidents and service requests.
• Monitor ticket queues (via ITSM) to ensure proper prioritization, categorization, and closure within SLA.
• Ensure First Contact Resolution (FCR) targets are met and maintain high Customer Satisfaction (CSAT) scores.
• Escalate unresolved issues to L2/L3 teams or vendors as per escalation matrix.

2. Technical Support

• Provide hands-on technical guidance to L1 engineers in diagnosing and resolving hardware, software, and network-related issues.
• Oversee installation, configuration, and troubleshooting of desktops, laptops, printers, and peripheral devices.
• Ensure smooth deployment and maintenance of agents for Kaspersky EDR, ManageEngine, and Microsoft Endpoint.
• Support patch management, OS upgrades, and system health checks as per IT policy.

3. Monitoring & Reporting

• Review daily, weekly, and monthly Helpdesk performance reports.
• Identify recurring incidents and coordinate preventive measures with relevant teams.
• Maintain documentation for standard operating procedures (SOPs) and troubleshooting guidelines.

4. People Management

• Mentor, coach and train, L1 engineers to enhance their technical and customer-handling skills.
• Ensure shift coverage and on-call support for critical operations.
• Conduct regular performance reviews and provide feedback for continuous improvement.

5. Vendor & Audit Coordination

• Coordinate with vendors for hardware and software-related issues under AMC.
• Support IT audit and compliance requirements related to Helpdesk operations.
• Ensure adherence to ISO 20000, ISO 27001, and PCI DSS standards.

Required Qualifications & Skills

• Bachelor’s Degree or Diploma in IT / Computer Science / Information Systems.
• Minimum 4–6 years of experience in IT support, with at least 2 years in a supervisory or lead role.
• Strong technical knowledge in Windows OS, endpoint security, ITSM tools, and network fundamentals.
• Experience with Kaspersky EDR, ManageEngine, or similar endpoint and monitoring platforms.
• ITIL Foundation certification preferred.
• Strong troubleshooting and analytical abilities.
• Excellent leadership and communication skills.
• Ability to handle high-pressure situations and manage escalations effectively.
• Attention to detail and strong commitment to service excellence.