Service Desk Team Lead - US Voice

About the Role:

We are hiring a Service Desk Team Lead - US Voice professional with 6+ years of experience in technical/non-technical support or IT support, including at least 2 years in a leadership or supervisory capacity.

Responsibilities:

• Lead, coach, and support Voice Support Technical team members to deliver service excellence.
• Own complex technical incidents and escalations, ensuring issues are resolved within required timelines.
• Provide technical assistance for Windows OS, Microsoft Office 365, Active Directory, VPN, and hardware, software, and network-related problems.
• Track and monitor SLA performance, CSAT, AHT, and other service desk KPIs.
• Perform Root Cause Analysis (RCA) and support Problem Management activities.
• Create and manage team rosters to maintain 24/7 coverage and manage high-volume periods.
• Assess team training requirements and enable professional development.
• Encourage knowledge sharing and continuous learning across the team.
• Conduct training for new team members.
• Ensure compliance with IT security policies and established security practices by all team members.
• Design and oversee an on-call rotation model to ensure uninterrupted support and that team members are available when required.

Desired Candidate Profile:

• Any Graduate
• willing to work in US shift
• Experience resolving escalated customer issues
• Excellent leadership and team management skills.
• Strong communication skills, both verbal and written.
• Ability to handle high-pressure situations and make decisions quickly.
• Experience with ITSM tools.

Location: Chennai; Locality Vandalur
Transportation: One-way cab facility (drop) is provided

Walk-in Details

From 28-October-26 to 30-October-26

Time – 11:00am to 6:00pm        

Office location : 3, Kilambakkam Village, G.S.T Road, Vandalur

#LI-Onsite