applicants

Job Summary:

Lead the Level 1 IT Helpdesk / Service Desk (Call Center) team to deliver high-quality end-user support. Ensure strong ticket queue governance, SLA compliance, and excellent customer experience. Candidates with exposure to Al/automation initiatives are highly preferred.

Key Responsibilities:

• Supervise daily IT Helpdesk operations, ticket queues, and call handling to meet SLA, FCR and CSAT targets.
• Provide technical guidance for L1 troubleshooting (Windows, Hardware/peripherals, basic network issues).
• Manage escalations to L2/L3 teams and vendors and ensure timely closure and clear documentation.
• Coach, mentor, and train Helpdesk engineers; manage shift coverage and performance tracking.
• Maintain SOPs/knowledge articles and drive continuous improvement through automation and process optimization.

Requirements:

• 2-4 years of IT Helpdesk / Service Desk (Call Center) experience in a ticket-driven environment.
• Minimum 1 year in a Team Lead / Supervisor role.
• Experience with ITSM tools (e.g., Motadata, ServiceNow, Freshservice, Jira Service Management).
• Strong understanding of Windows, endpoint support, and troubleshooting fundamentals.
• Al/automation project involvement (chatbots, workflow automation, auto-routing, reporting automation) is an advantage.
• ITIL Foundation preferred.