IT Remote Support Team Leader

Job Description: IT Remote Support Team Leader

Position: IT Remote Support Team Leader

Location: Mumbai

Company: Scan Infotech Pvt Ltd

Job Summary:

We are seeking an experienced IT Remote Support Team Leader to lead our remote support team in providing technical assistance and troubleshooting for our clients' IT issues. The ideal candidate will have strong technical expertise, leadership skills, and a customer-centric approach to support delivery. This is a Work From Office position, and the candidate should be able to Provide Remote Support To Our Clients and should be comfortable managing a distributed team and collaborating with stakeholders across different locations.

Responsibilities:

1. Lead and manage a team of IT Support Technicians/Coordinators, providing guidance, mentoring, and coaching to ensure high-quality service delivery.

2. Oversee day-to-day operations of the IT Support Technicians/Coordinators team, including ticket management, prioritization, and resolution.

3. Monitor team performance and metrics to ensure SLAs and KPIs are met or exceeded.

4. Collaborate with other IT teams and departments to address escalated issues and implement solutions.

5. Develop and maintain documentation, knowledge base articles, and training materials for the IT Support Technicians/Coordinators team.

6. Conduct regular performance evaluations, set goals, and provide feedback to team members.

7. Identify opportunities for process improvement and optimization to enhance service delivery efficiency.

8. Stay updated on industry trends, best practices, and emerging technologies relevant to remote support services.

9. Serve as a point of contact for client escalations, ensuring timely and effective resolution of issues.

10. Foster a positive and collaborative team culture, promoting knowledge sharing and continuous learning.

Requirements:

1. Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).

2. Proven experience (3-5 years) in a technical support role, with 2 years in a leadership or supervisory position.

3. Strong technical proficiency in troubleshooting hardware, software, networking, and operating systems (Windows, MacOS, Linux).

4. Excellent communication and interpersonal skills, with the ability to interact professionally with clients, team members, and stakeholders.

5. Candidate Should Have Experience in Ticket Raising

6. Demonstrated leadership abilities, including team building, coaching, and performance management.

7. Ability to work independently in a remote environment and manage remote teams effectively.

8. Experience with remote support tools and technologies (e.g., remote desktop, ticketing systems, monitoring tools).

9. Familiarity with ITIL framework and IT service management principles is a plus.

10. Certifications such as CompTIA A+, Network+, or ITIL Foundation are desirable.

11. Strong problem-solving skills and a customer-centric mindset.

12. Ability to prioritize and multitask in a fast-paced environment.

13.Strong Knowledge & Experience on Microsoft Technologies, Including Azure Cloud, MS Office ID Management, Anti Virus Management & Server Infrastructure Monitoring.

14. Work from Office- Night shift.

This job description outlines the key responsibilities and requirements for the role of IT Remote Support Team Leader. The successful candidate will play a crucial role in ensuring the efficient delivery of remote support services and maintaining high levels of customer satisfaction.