Team Lead - IT Helpdesk
Linde Engineering
- Location
- Vadodara, Gujarat, India
- Job type
- Full-time
Required skills
- capacity planning
- customer service
- macOS
- service delivery
- technical support
- user requirements
About the role
Linde Engineering
Website:
linde-engineering.com
Job details:
Key ResponsibilitiesOperational Responsibilities
- Serve as the technical expert for end-user computing, with in-depth knowledge of hardware, software, and user requirements.
- Lead and manage a team of support professionals providing L1 and selected L2 end?user support remotely and on-site.
- Manage and monitor ticket queues, ensuring timely processing, prioritization, and resolution of incidents and service requests.
- Analyze ticket patterns to identify recurring issues and recommend improvements.
- Provide escalation support for complex technical issues involving software, hardware, or user configurations.
- Manage evaluation, procurement, deployment, installation, and lifecycle management of end-user IT devices and related equipment.
- Ensure accurate and efficient management of IT inventory, with regular updates to the inventory management systems.
- Coordinate and supervise deployment, replacement, relocation, and repair of IT devices.
- Support special user groups including task forces, local offices, traveling staff, and external customers as needed.
- Conduct onboarding IT training and provide ongoing user assistance for systems, applications, and tools.
- Prepare and publish IT service management documentation, communication materials, and process improvements.
- Ensure service performance meets defined KPIs/SLAs, and monitor delivery against milestones for IT programs and initiatives.
- Generate regular operational reports, status summaries, and incident analysis for the Department Head.
- Drive efficiency in information flow, process execution, and service delivery across the organization.
- Conduct capacity planning to ensure adequate staffing, workload distribution, and resource optimization.
- Oversee team performance metrics, identify improvement areas, and implement development plans.
- Foster a customer?centric service culture within the helpdesk team.
Technical / Subject Knowledge
- Strong technical knowledge in end-user computing technologies (Windows, macOS, Office 365, endpoint security, hardware).
- Proven experience in IT helpdesk operations, technical support, or end-user services.
- Experience supervising or leading a technical team in a service-oriented environment.
- Strong analytical skills with experience in incident and service request analysis.
- Excellent communication, customer service, and stakeholder management skills.
- Ability to manage multiple priorities in a fast-paced operational environment.
- Knowledge of ITSM frameworks (e.g., ITIL) is preferred.
- Experience with ITSM tools and incident management systems.
- Experience in creating training materials, SOPs, and service documentation.
- Exposure to inventory management tools and endpoint configuration technologies
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