It Team Lead

Location : Dahej - Gujarat.

Job description - IT Team Lead

Role Summary:

We are looking for a proactive and experienced IT Team Lead  to drive the day-to-day management of multiple IT functions, including helpdesk operations, field support, and infrastructure services. This role involves leading distributed technical teams, optimizing operational workflows, ensuring SLA adherence, and implementing system improvements in an industrial plant environment.

The ideal candidate will be a multi-team operations expert with a strong grasp of ITIL frameworks, field coordination, team performance management, and stakeholder communication.

Key Responsibilities:

• Oversee and coordinate multiple IT teams including Helpdesk, Field Engineers, and Infrastructure Support, ensuring seamless communication and task execution.
• Develop, implement, and monitor rosters, shift schedules, and team workflows to maximize support coverage and field efficiency.
• Act as a central escalation point for unresolved tickets, technical issues, and inter-team dependencies, ensuring quick turnaround.
• Lead daily and weekly team operations meetings to review KPIs, performance metrics, and pending escalations.
• Maintain real-time oversight of support requests, proactively ensuring timely closure and avoiding SLA or compliance breaches.
• Liaise with Plant Operations and cross-functional teams to align IT services with business and production needs.
• Oversee asset management, software license tracking, and inventory control for all IT equipment and systems.
• Facilitate internal audits, ensure documentation standards, and maintain compliance with IT policies and audit requirements.
• Drive regular reporting on IT operations, incident trends, improvement plans, and resource utilization.

Required Skills & Qualifications:

• Bachelors degree in any field.
• Proven track record in managing field engineers, service desk staff, and infrastructure teams simultaneously
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience working in an industrial/plant-based IT environment is preferred
• Excellent communication, conflict resolution, and stakeholder management skills
• Strong analytical mindset with a focus on continuous improvement and service excellence