Technical Support – Team Lead ( 2 to 5 years) Full Time NEW

Job Description – Technical Support Team Lead

Job Title: Technical Support Team Lead

Department: Technical Support / IT Operations

Location: Coimbatore, Tamil Nadu

Reporting To: Director

Employment Type: Full‑Time

Role Overview

The Technical Support Team Lead is responsible for leading and managing the technical support team to ensure timely resolution of incidents, adherence to SLAs, and high levels of customer satisfaction. The role involves hands‑on technical support, team supervision, escalation management, and coordination with internal and external stakeholders.

Key Responsibilities

Team Leadership & Operations

• Lead, guide, and mentor the L1/L2 technical support team to ensure optimal performance.
• Allocate tickets and workload effectively across the team.
• Monitor individual and team performance against defined KPIs and SLAs.
• Conduct regular team meetings, coaching sessions, and performance reviews.

Incident & Escalation Management

• Oversee end‑to‑end incident management across support tiers.
• Handle and resolve escalated technical issues and high‑severity cases.
• Ensure timely communication and updates to customers during critical incidents.
• Review and approve Root Cause Analysis (RCA) reports for major incidents.

Technical & Process Management

• Provide hands‑on technical support for complex issues related to systems, applications, networks, or infrastructure.
• Ensure compliance with documented processes, SOPs, and ITIL best practices.
• Identify recurring issues and implement preventive and corrective actions.
• Maintain accurate documentation, knowledge base articles, and troubleshooting guides.

Stakeholder & Vendor Coordination

• Act as a point of contact between customers, internal teams, and management.
• Coordinate with OEMs and vendor Technical Assistance Centers (TAC) for critical issue resolution.
• Participate in service review meetings with customers and internal stakeholders.

Reporting & Reviews

• Prepare and present weekly and monthly operational reports.
• Track SLA performance, escalation trends, and customer satisfaction metrics.
• Provide insights and recommendations for service improvement.

Required Skills & Competencies

• Strong leadership and team‑handling abilities
• Excellent customer communication and problem‑solving skills
• Sound knowledge of IT support operations and incident management
• Ability to handle high‑pressure situations and critical escalations
• Good documentation and reporting skills
• Familiarity with ticketing systems and SLA monitoring tools

Technical Skills (Preferred)

• Helpdesk / ITSM tools (e.g., ServiceNow, Freshdesk, Jira, etc.)
• Windows & Linux OS fundamentals
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Hardware, software, and application support
• ITIL framework knowledge (preferred)

Educational Qualifications

• Bachelor’s Degree or Diploma in Computer Science, IT, or a related field

Experience Requirements

• 2–6 years of experience in Technical Support or IT Operations
• Minimum 1–2 years of experience in a Team Lead or Senior Support role

Work Conditions

• Willingness to work in shifts (if applicable)
• On‑call support during critical incidents or maintenance windows