Panchkula, Haryana, India
Information Technology
Full-Time
CarWale
Overview
Job Description
We are looking for an experienced IT Support and Operations Team Lead to manage our IT support team and oversee daily operations.
The ideal candidate will have a strong background in IT support, excellent leadership skills, and a commitment to delivering high-quality technical support and operational efficiency.
Key Responsibilities
Team Leadership :
We are looking for an experienced IT Support and Operations Team Lead to manage our IT support team and oversee daily operations.
The ideal candidate will have a strong background in IT support, excellent leadership skills, and a commitment to delivering high-quality technical support and operational efficiency.
Key Responsibilities
Team Leadership :
- Lead, mentor, and develop a team of IT support specialists to ensure high levels of performance and customer satisfaction.
- Conduct regular team meetings, performance reviews, and training sessions to foster professional growth.
- Oversee the troubleshooting and resolution of technical issues reported by end-users, ensuring timely and effective support.
- Manage the ticketing system to track incidents, service requests, and resolutions, ensuring adherence to service level agreements (SLAs).
- Develop and maintain knowledge base articles and documentation for common issues and solutions.
- Ensure the smooth operation of IT services, including hardware, software, and network systems.
- Monitor system performance and availability, proactively identifying and resolving potential issues.
- Implement best practices for IT operations, including change management, asset management, and incident response.
- Collaborate with other departments to understand their IT needs and provide tailored support solutions.
- Communicate effectively with stakeholders regarding service status, incidents, and changes.
- Generate regular reports on support metrics, incident trends, and team performance.
- Analyze data to identify areas for improvement in support processes and service delivery.
- Provide training and support to team members on technical skills, tools, and customer service best practices.
- Stay updated on industry trends and emerging technologies to enhance team capabilities.
- Bachelors degree in Information Technology, Computer Science, or a related field; or equivalent experience.
- 5+ years of experience in IT support or operations, with at least 2 years in a leadership role.
- Strong technical knowledge of hardware, software, and networking concepts.
- Experience with IT service management tools (e., ServiceNow, JIRA, etc.) is preferred.
- Excellent problem-solving skills and ability to work in a fast-paced environment.
- Strong communication and interpersonal skills.
- ITIL certification or equivalent experience in IT service management.
- Familiarity with cloud services (e., AWS, Azure) and remote support tools.
- Knowledge of cybersecurity best practices
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