Binary Semantics Ltd.
Website:
binarysemantics.com
Job details:
Team Leader – IT Helpdesk
Location: Gurugram
Work Schedule: Permanent, Full-Time
Shift: US Shift (Night Shift)
Working Days: 5 days a week with 2 rotational week-offs
Industry: ITES / Managed IT Services / Technology Services
Key Responsibilities
-Lead, mentor, and motivate a team of IT Helpdesk Executives.
-Manage day-to-day IT helpdesk operations across B2B and B2C environments.
-Handle customer escalations, supervisor calls, and complex technical issues.
-Provide technical guidance on hardware, software, networking, cloud, and managed IT services.
-Identify opportunities for automation, AI-enabled solutions, and process improvement.
-Ensure compliance with SOPs, organizational policies, and information security guidelines.
-Build a positive, collaborative, and performance-driven team culture.
- Identify opportunities to recommend relevant IT products, managed services, and value-added solutions.
Technical Skills Required: Candidates should have working knowledge of:
-Windows 10/11 and macOS
-Microsoft 365 and Microsoft Office
-Google Workspace
-Microsoft Entra ID / Azure Active Directory
-User account, access, and password administration
-VPNs and remote connectivity
-Desktop/laptop hardware and peripherals
-LAN, WAN, Wi-Fi, TCP/IP, DNS, and DHCP
-Printers and multifunction devices
-Antivirus, endpoint protection, and cybersecurity best practices
-Software installation, configuration, troubleshooting, and patching
-Remote support tools and ITSM/ticketing platforms
-Incident and service request management
-Managed IT Services and cloud-based IT environments
Requirement:
-Minimum 3 years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT Operations, or a related IT service environment.
-Minimum 1 year of experience as a Team Leader in an IT Helpdesk or service delivery environment.
-Bachelor's degree in any discipline preferred.
-Experience supporting both B2B and B2C customers will be an advantage.
-Strong people management, communication, analytical, and troubleshooting skills.
-Excellent customer escalation and stakeholder management abilities.
-Proficiency in Microsoft Office and Google Workspace.
-ITIL Foundation certification or knowledge of ITIL practices will be an added advantage.
-Ability to work in rotational shifts based on business and client requirements.
Why Join Us?
-Lead and develop a talented IT support team.
-Work with global clients and diverse technology environments.
-Contribute to process improvement, automation, and service excellence.
-Grow your career in IT Service Management and Managed IT Services.
Interested candidates can share their updated resumes at Abhinav.malik@binarysemantics.com
Click on Apply to know more.