IT Support Team Lead / IT Support S...

About the Role

We are seeking technically proficient, customer-focused professionals to strengthen our IT support operations at Binary Semantics Ltd., located in Gurugram. This position is open for both experienced Team Leads and technical Support SMEs (Subject Matter Experts).

The Opportunity

You will deliver high-quality service across B2C environments and major B2B client accounts. We value individuals who take ownership, challenge problems constructively, and contribute to operational excellence.

• For Leaders: Guide teams, manage escalations, mentor executives, and drive continuous improvement.
• For SMEs: Apply technical expertise to complex issues, act as escalation points, and strengthen troubleshooting capabilities for the wider team.

Your Responsibilities

• Service Delivery: Provide support across Windows/macOS environments, Microsoft 365, Google Workspace, Azure AD, Networking (LAN/WAN), Cloud, and Security tools. Handle complex escalations to ensure positive customer outcomes.
• Leadership & Development: Coach team members, monitor quality metrics (CSAT, AHT, FCR), identify skill gaps, and improve SOPs and knowledge bases.
• Optimization: Analyze operational data to drive improvements, automate repetitive tasks using AI tools, and maintain strict adherence to ITIL practices and security policies.

Technical Requirements

Candidates must possess working knowledge of Hardware/Peripherals, Antivirus/Endpoint Security, Remote Support Tools, Ticketing Systems (ITSM), and basic Cloud environments. Proficiency in Microsoft Office/Google Workspace is essential.

Qualifications & Experience

• Bachelor's Degree: Preferred.
  Experience:
• SME Track: Minimum 3 years in IT Helpdesk/Service Desk, Managed Services, or End-User Computing.
• Team Lead Track: The above experience plus at least 1 year leading an IT helpdesk team is preferred. Candidates without a formal title but with strong leadership potential are encouraged to apply.

Schedule & Benefits

• Type: Permanent, Full-time.
  Shifts: Rotational US shifts (Flexibility required).
  Week-off: Five working days with two rotational week-offs.

Why Join Us?

Join a team where technical expertise and customer experience matter. We offer competitive compensation, cab transportation for eligible shifts, meal benefits, performance-linked incentives, and opportunities for continuous career growth in Gurugram.