No longer accepting applications
Apply in 3 Minutes : Group Services - IT Support Lead
Adani Enterprises LimitedIndia13 days ago
Job descriptionProvide hands-on technical support for complex or high-priority incidents. Act as the escalation point for end-user issues that cannot be resolved at first level. Ensure proper documentation of issues, resolutions, and workarounds in the knowledge base. Collaborate with other IT teams (infrastructure, applications, network, security) to resolve cross-functional issues. Promote a customer-first culture across the support team. Ensure timely and professional communication with users during issue resolution. Collect feedback from end-users to improve service delivery. Prepare and deliver regular service performance reports to IT leadership. Ensure compliance with organizational IT policies, data protection, and security standards. Monitor and report on SLA / KPI adherence, service trends, and recurring issues. Recommend and implement automation, self-service, and efficiency improvements. Support audit requirements and ensure proper governance in IT support operations. Conduct regular one-on-one and team meetings to review performance and objectives. Identify training needs and support professional growth of team members. Strong leadership and team management skills. Excellent customer service and communication abilities. Deep knowledge of end-user technologies (Windows, Mac, O365, collaboration tools, mobility, VPN, etc.). Familiarity with ITIL framework and service management tools (ServiceNow, Remedy, JIRA, etc.). Strong troubleshooting, analytical, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Experience in driving process improvements and automation in IT support. Bachelor’s degree in Information Technology, Computer Science, or related field (preferred). 6–10 years of IT support experience, with at least 2–3 years in a leadership / supervisory role. ITIL Foundation certification required (Intermediate / Expert desirable). Experience in managing distributed / global support teams preferred SLA & KPI adherence (First Call Resolution, Mean Time to Resolve, etc.). End-user satisfaction score (CSAT / NPS). Reduction in repeat incidents and escalations. Team productivity and employee engagement. Compliance with IT and security policies.
Objective :
The IT End User Support Team Leader will be responsible for leading the End User Support team in delivering high-quality technical support to employees across the organization. This role ensures that IT services are delivered effectively, incidents are resolved promptly, and end-users receive exceptional customer experience. The Team Leader will act as the bridge between IT management and support staff, driving operational excellence, process improvement, and customer satisfaction.
Team Leadership & Operations
- Lead, mentor, and manage a team of IT support analysts / engineers.
- Monitor daily support operations, including incident management, service requests, and escalations.
- Ensure adherence to ITIL-based service management practices.
- Allocate and prioritize workload within the team to meet SLAs.
- Drive continuous improvement in service quality and support processes.
Technical Support & Escalation
Customer Experience & Communication
Process & Compliance
People Development
Foster a culture of collaboration
Key Skills & Competencies
Qualifications & Experience
Performance Indicators (KPIs)
Create a job alert for this search
Apply • India
Related jobs
If you are expecting a working playbook that you can scale, Zenskar is probably not the right fit for you at this point.However, if you are excited about creating the playbook from scratch, we woul...Show moreLast updated: 21 days ago
NelsonHall has ongoing vacancies for industry research analysts in IT services.These are remote working roles offering a high degree of flexibility to suit qualified candidates globally.These posit...Show moreLast updated: 30+ days ago
Global Employee Contact Centre - IT Support Specialist
Eli LillyIN At Lilly, we unite caring with discovery to make life better for people around the world.We are a global healthcare leader headquartered in Indianapolis, Indiana.
Our employees around the world work...Show moreLast updated: 30+ days ago
- Promoted
IT Operations Lead
aecc - digital innovation hubIndia, India The IT Head will lead the organisation’s IT operations, ensuring seamless technology support, reliable infrastructure, and efficient vendor management.
This role is responsible for driving operation...Show moreLast updated: 6 days ago
- Promoted
Horizon VDI Support Specialist
Mastech DigitalNagpur, IN Job Title : Horizon VDI Support Specialist.Need someone who will serve as the primary technical resource for supporting and maintaining the.
VMware Horizon VDI platform across all levels of the suppo...Show moreLast updated: 17 days ago
- Promoted
Technical Specialist - JAMF
HCLTechnagpur, maharashtra, in Please see the below job description and revert with your updated CV in case you find it suitable.As per relevant experience and last drawn CTC.
To be discussed during the interview.Patch Management...Show moreLast updated: 6 days ago
- Promoted
Partnership Lead - IT
Kansal Corporate SolutionsRemote, IndiaRemote
- Promoted
Application Support Engineer
JA Solutions India Private Limitednagpur, India NET Application Support Engineer (Remote).Are you a problem-solver with a passion for debugging, troubleshooting, and ensuring seamless product performance?.
Product-based (Ecommerce Domain).Debug, ...Show moreLast updated: 6 days ago
- Promoted
Integration Developer / Application Support Engineer (MuleSoft & OIC)
Tech USANagpur, IN Oracle Integration Cloud (OIC).The ideal candidate will be responsible for designing, developing, and maintaining integrations between cloud and on-premise applications, as well as providing ongoin...Show moreLast updated: 17 days ago
- Promoted
Application Deployment & Support Engineer
viyainfotechIndia Looking for an Application Support Engineer (Tomcat, SQL, Fixed Income, FIX Protocol, Trading Support) Immediate Joiner required...Show moreLast updated: 30+ days ago
- Promoted
- New!
IT Support Manager
Skywings Advisors Pvt. Ltd.india, India POSITION / IT Business Application Manager.Main role of the candidate would be to Support Business Users.Will be responsible for production support of LifeAsia / GroupAsia and will be.First level of...Show moreLast updated: 16 hours ago
- Promoted
IT Services Industry Analysts (Remote Working)
NelsonHallNagpur, INRemote
- Promoted
IT Specialist (Paid Consultancy Opportunity)
RONIN StudiesNagpur, IN RONIN International is an independent B2B market research company specialising in business, healthcare and tech studies.We are part of the Rippleffect Group (formerly Fat Media Group) and are Compa...Show moreLast updated: 17 days ago
- Promoted
Subject Matter Expert (IT) - 47546
TuringNagpur, IN Based in San Francisco, California, Turing is the world’s leading.AI labs and a trusted partner for global enterprises deploying advanced AI systems.
Turing supports customers in two ways : first, by...Show moreLast updated: 27 days ago
Support Team Leader
CivicaIN We’re Civica and we make software that helps deliver critical services for citizens all around the world.From local to state government, to education, to health and care, over 5,000 public bodies a...Show moreLast updated: 30+ days ago
- Promoted
IT Systems Analyst - Operations Support
Volto Consulting & ServicesIndia Description : - Skill, Knowledge & Trainings : - Basic troubleshooting skills in Windows server and Client operating systems.Ability to under...Show moreLast updated: 14 days ago
- Promoted
Senior Application Support Engineer
ZellerNagpur, IN At Zeller, we’re champions for businesses of all sizes, and proud to be a fast-growing Australian scale-up taking on the ambitious goal of reimagining business banking and payments.We believe in a ...Show moreLast updated: 30+ days ago
- Promoted
Support Engineer
Mindtecknagpur, maharashtra, in Job Opportunity : L2 Support Engineer (Multiple Positions).Start Date : ASAP (within 2–3 weeks).We are hiring L2 Support Engineers to join our dynamic IT team.
Junior Engineers : 2–3 years of experienc...Show moreLast updated: 8 days ago
- Promoted
Associate SaaS Buyer
CloudEagle.aiNagpur, IN CloudEagle helps finance,operations & IT teams save on software spend and helps streamline the renewal and buying process.
We have helped several companies like Iceye, Wefunder, Armory save 10-30% o...Show moreLast updated: 7 days ago
- Promoted
OneTrust Application Specialist - IT Audit
People Prime World WideIndia Experience : 5 to 10 Years.Employment Type : Contract to Hire.Notice Period : Immediate Joiners Only.Job Description : - Enhance, suppo...Show moreLast updated: 30+ days ago