Associate Lead, Technology Support

Job Description

Team Management and Leadership: Lead and manage a team of service desk professionals, providing guidance, support, and mentorship to drive individual and team success. Create and manage work schedules to ensure adequate coverages for all shifts, balancing workload across the team. Conduct regular 1x1s, team check-ins, and coaching sessions to discuss performance, provide feedback, and support professional growth. Operational Oversight: Monitor service desk performance metrics, including ticket volumes, resolution times, and customer satisfaction, to ensure service-level agreements (SLAs) are consistently met. Analyze call and ticket drivers to identify trends, recurring issues, and areas for improvement. Collaborate with IT teams to address root causes. Serve as an escalation point for complex or high-priority incidents, ensuring timely resolution and effective communication with stakeholders. Communication and Collaboration: Host regular team meetings to share updates, discuss goals, and address challenges. Communicate organizational and departmental changes or initiatives to the team, ensuring alignment and understanding. Act as a liaison between the service desk team and other IT departments, facilitating collaboration and knowledge sharing. Process Improvement: Identify opportunities to improve service desk processes, tools, and workflows to enhance efficiency and user experience. Ensure accurate and up-to-date documentation for troubleshooting guides, procedures, and the knowledge base. Participate in IT projects and change management processes, representing the service desk perspective. Team Development: Support the onboarding and training of new team members, ensuring they have the tools and knowledge needed to succeed. Promote a positive and inclusive team culture that encourages collaboration, accountability, and continuous learning. Essential Skills and Experience: Strong leadership and people management skills, with experience supervising or leading teams in a technical support environment. Mandatory rostering, scheduling and shift management experience Mandatory service management tool experience like Jira or similar. Excellent organizational and time-management abilities, with a focus on managing schedules and balancing team workloads. Proficiency in analyzing performance metrics, identifying trends, and implementing solutions to improve results. Advanced knowledge of IT support processes, tools, and best practices, including incident and problem management. Strong communication and interpersonal skills, with the ability to build relationships with team members, peers, and stakeholders. Ability to effectively handle escalations and guide the team through challenging situations. Ideal candidate : Minimum 6-8 years of experience in IT support service desk 2-4 years of experience in leading a team Experience in MNC Preferable A graduate / post-graduate in engineering/technology or equivalent Flexible to work in shifts as required, like UK / US / Early morning India shift on need basis and on-call/weekends Ability to participate in multiple projects/tasks and priorities in a healthy work environment Has attention to detail and attaining quality Has a constructive approach to giving and receiving feedback. Has testimonials to prove high levels of customer satisfaction in previous engagements Ability to take direction, constructive criticism, and work within specified deadlines (SLAs OLAs) Adhere to process and procedures defined for the role, the team, and the organization. Oversee day-to-day operations and guide the team when required. Set goals and do performance evaluation for the team Assist in hiring for open positions. Discover training needs for the team and provide coaching. Provide the team with feedback on their performances in a timely manner Review the workload of the team and do load balancing Conduct regular team meetings/check in motivate team members Look for new opportunities to grow the team and get more value-added and challenging work for the team Develop a cohesive and motivated team Document and update department procedures/SOPs.