Team Lead

Key Responsibilities

Team & Operations Management

• Manage daily helpdesk operations, ensuring excellent call response TAT and quality of service.
• Monitor ticket logging, call prioritization, and ensure proper IMAC documentation for all cases.
• Conduct regular audits of IVR calls and share reports with management.
• Supervise team behavior, ensuring no misbehavior or unprofessional conduct with users.
• Ensure proper handover and takeover processes during team member transitions (joins/leaves).

Escalation & Problem Management

• Participate in major incident and problem management processes.
• Resolve escalated calls forwarded by the centralized helpdesk or resident engineers.
• Support engineers to resolve issues efficiently and maintain end-user satisfaction.

Reporting & Analysis

• Prepare and provide daily, weekly, and monthly MIS reports on operations and team performance.
• Identify process gaps and areas for improvement to enhance helpdesk efficiency and effectiveness.

Leadership & Communication

• Lead, mentor, and motivate the helpdesk team to achieve operational goals.
• Ensure team members follow SOPs and deliver consistent, high-quality support.
• Serve as the point of contact between management and the helpdesk team for escalations and process updates.