Job Description & How to Apply Below
Greetings From Binary Semantics Ltd!!
Immediate Hiring For Tech Support Team Lead - Gurgaon(WFO & US Shift)
Note:
Immediate joiners are preferred.
IT Support – Team Leader
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.
Manage day-to-day helpdesk operations across B2B clients & B2C customer environments,
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
The candidate should possess strong working knowledge of:
Windows 10/11 operating systems
macOS
Microsoft 365 and Microsoft Office applications
Google Workspace and Google SaaS products
Microsoft Entra / Azure Active Directory
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)…
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