BPO Team Lead (Helpdesk)

Supervise, mentor, and guide the L1 helpdesk team to ensure high performance and service quality. Manage team scheduling, attendance, task allocation, and workload distribution. Conduct regular team meetings, performance reviews, and training sessions to enhance skills and productivity. Monitor service desk metrics (SLA, FCR, AHT, ticket backlog, customer satisfaction) and take corrective actions where needed. Required Bachelor's degree in IT, Computer Science, or related field (or equivalent experience). 3-5 years of experience in IT Service Desk or technical support roles. At least 1-2 years of experience in a supervisory/team-lead capacity. Solid understanding of end-user support, hardware troubleshooting, OS (Windows /Mac), MS Office, networking basics, and ticketing tools (ServiceNow, JIRA, etc.). Ability to multitask, prioritize, and work under pressure. Familiarity with remote support tools (TeamViewer, RDP, etc.). ________________________________________ Key Attributes Strong customer-focus Proactive and solution-oriented Act as the primary escalation point for L1 technical issues before forwarding to L2/L3 support. Ensure prompt response, troubleshooting, and closure of support tickets in accordance with SLAs. Oversee ticket quality—validate ticket categorization, documentation, and follow-up accuracy. Assist in handling high-priority or major incident tickets as required. Prepare daily/weekly reports on team performance and service desk KPIs. Process & Quality Improvement Identify gaps in support processes and develop improvement plans. Ensure compliance with ITIL processes such as Incident, Request, and Problem Management. Contribute to knowledge base creation by documenting FAQs, troubleshooting steps, and SOPs. Promote consistent application of company policies, procedures, and service standards. Customer Service Maintain a strong customer-service mindset across the team. Handle user complaints professionally and ensure issues are resolved promptly. Communicate effectively with end-users, peers, and management during incidents or service outages. ________________________________________