Team Leader IT Support IMPACT HR AND KM SOLUTIONS

About IMPACT HR AND KM SOLUTIONS

Job Description

Job Summary: We're seeking a highly skilled, experienced, and customer-focused Team Leader IT Support to lead and mentor our Desktop Support and IT Helpdesk team in Nashik. You'll be responsible for overseeing daily IT support operations, ensuring high-quality technical assistance, managing team performance, and driving continuous improvement in service delivery. The ideal candidate will possess strong technical acumen, exceptional leadership abilities, and a commitment to fostering a productive and efficient IT environment.

Key Responsibilities

• Team Leadership & Mentorship:
  • Lead, coach, and mentor a team of IT Support Engineers/Technicians, fostering a collaborative and high-performance work environment.
  • Conduct regular one-on-one meetings and performance reviews, providing constructive feedback and identifying skill development needs.
  • Assist in the recruitment, onboarding, and training of new team members.
  • Manage team schedules, attendance, and leave requests to ensure adequate coverage.
• Operational Management & Service Delivery:
  • Oversee the daily operations of the IT Helpdesk and Desktop Support functions, ensuring timely resolution of tickets and adherence to Service Level Agreements (SLAs).
  • Monitor ticket queues, prioritize urgent issues, and ensure efficient resource allocation.
  • Act as an escalation point for complex technical issues, providing advanced troubleshooting and solutions.
  • Implement and enforce IT policies, procedures, and best practices for support, security, and asset management.
• Problem Management & Continuous Improvement:
  • Analyze support trends, identify recurring issues, and implement proactive measures to reduce incidents.
  • Contribute to the development and maintenance of IT knowledge base articles, troubleshooting guides, and user documentation.
  • Recommend and implement improvements to IT support processes, tools, and technologies to enhance efficiency and user satisfaction.
• Communication & Stakeholder Management:
  • Communicate effectively with end-users, senior management, and cross-functional teams on IT-related matters, system outages, and resolutions.
  • Liaise with vendors for hardware/software procurement, warranty claims, and specialized support.
  • Provide regular reports on helpdesk performance, key metrics, and team achievements.
• IT Asset & Inventory Management:
  • Oversee the accurate tracking and management of IT assets, including hardware, software licenses, and peripherals.
  • Ensure proper inventory levels and coordinate procurement as needed.