Team Supervisor- Technical Operations

As the Team Lead for Technical Operations, you will oversee and guide a team of Technical Operations Coordinators, ensuring efficient IT support and smooth operations across multiple regions. You will collaborate closely with the Technical Operations Manager in Thane and other regional IT teams to maintain high standards of service and support. Your leadership will be crucial in troubleshooting complex technical issues, mentoring team members, and driving continuous improvement in IT processes.

Job Duties

• Supervise and mentor a team of Technical Operations Coordinators, providing guidance and support.
• Oversee the daily operations of the IT support team, ensuring timely and effective resolution of technical issues.
• Coordinate with the Global IT Manager and other regional IT teams to align support strategies and initiatives.
• Troubleshoot and resolve complex hardware, software, and network-related issues escalated by the team.
• Answer helpdesk tickets and provide technical support via phone, email, or ticketing system for end-users across the company.
• Ensure proper documentation of issues, resolutions, and updates in the tracking system.
• Conduct regular performance reviews and provide feedback to team members.
• Develop and implement training programs to enhance the skills and knowledge of the IT support team.
• Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
• Assist in the setup and maintenance of IT infrastructure, including workstations, servers, and network devices.
• Ensure compliance with company policies and procedures related to IT support and security.

Qualifications

• 4-5+ years of experience in IT support or related roles, with at least 1 year in a supervisory or team lead position.
• Strong understanding of Windows, macOS, and networking concepts.
• Excellent problem-solving and communication skills.
• Proven ability to lead and motivate a team in a fast-paced global environment.
• Proficiency with Microsoft Office Suite and IT support ticketing systems.

Skills required

• Strong leadership and team management skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Willingness to work flexible hours to provide support to teams across different time zones.
• Proactive, detail-oriented, and committed to continuous improvement.
• Strong customer service mindset and ability to handle high-pressure situations.

Working Conditions

• This position is full-time in office, based in Thane, India, requiring 5 days a week in the office. The Team Lead may be required to work flexible hours to accommodate different time zones or urgent situations.