SC Technical Operations Lead

Working Time - 9.00 Am - 6.00 Pm

Working days - Office work 5 Days a week Saturday & Sunday included, Rotational Week off in weekdays

Location - Bommanahalli, Bangalore

Lead Technical Agent

• Looking for a Lead Helpdesk Technical Agent having around 7+ yrs of experience in support /helpdesk roles with at least 2+ years in Lead role.
• Strong technical background and a track record of leading helpdesk operations in a fast-paced environment.
• Provide advanced troubleshooting and support for desktops, laptops, printers, mobile devices, and other peripherals.
• Expertise in Windows OS, Active Directory, Office 365, and common enterprise software/tools.
• Strong knowledge of IT service management tools (e.g., ServiceNow, JIRA).
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Ensure timely and accurate resolution of incidents, requests, and problems.
• Lead and mentor the IT help desk team, ensuring efficient handling of support requests.
• Serve as the point of escalation for complex technical issues.
• Monitor help desk performance metrics and ticket queues to maintain SLA compliance.
• Conduct regular team meetings, reviews, and training sessions.
• Drive continuous improvement in helpdesk processes and service delivery.
• Maintain documentation, standard operating procedures (SOPs), and knowledge base articles.
• Track and report KPIs such as ticket resolution time, customer satisfaction, and issue trends.
• Ensure compliance with IT policies, data privacy standards, and security protocols.
• Train and mentor junior helpdesk team members.
• Exposure to endpoint security tools, backup systems, or cloud platforms (Azure, AWS).
• Ability to work independently with little direction and supervision.
• Superior interpersonal skills, strong adaptability skills, and superior verbal and writing communication skills.