IT Customer Service Team Lead

IT Customer Service Representative

Lead the IT support team to deliver high-quality technical support for business-critical users and executive leadership. Drive service excellence, ensure SLA compliance, and act as a Subject Matter Expert (SME) for complex technical issues while managing team performance and customer satisfaction. ________________________________________ Key Responsibilities: Lead and manage IT support team, ensuring SLA/KPI adherence and high performance. Provide VIP/executive support for leadership (MDs, Directors, Senior Managers). Own Incident, Problem, and Outage Management including resolution and restoration. Act as SME for Windows Desktop Management and end-user computing. Troubleshoot complex issues across desktops, laptops, mobile devices, and peripherals. Collaborate with cross-functional teams and vendors for timely issue resolution. Drive continuous service improvement through incident trend analysis and process optimization. Ensure compliance with ITIL processes, IT policies, and security standards. Handle escalations and critical situations with strong customer focus. Support 24/7 operations with effective shift and workload management. ________________________________________ Required Skills: Strong leadership, communication, and interpersonal skills. Excellent customer handling and stakeholder management abilities. Expertise in Windows OS, Microsoft 365, and iOS platforms. Strong troubleshooting skills in hardware, software, and basic networking. Good understanding of ITIL processes (Incident, Problem, Change Management). Ability to multitask, work under pressure, and drive team performance. Drive AI adaption in daily operational activities ________________________________________ Experience & Qualifications: 10–12 years of IT support experience, including executive/VIP support. Prior team handling or senior support experience preferred. Bachelor’s degree in IT or related field (or equivalent experience). ________________________________________ Good to Have: Certifications: MCSE, ITIL, or relevant technical credentials. Exposure to cloud, desktop transformation, and enterprise IT environments. ________________________________________ Key Attributes: Customer-first mindset with focus on service excellence. Proactive, adaptable, and high ownership attitude. Willingness to work in a 24/7 shift-based environment from Office.