Technical Support - Shift Lead

We are looking for a Technical Support Shift Lead who will oversee Service Desk operations during the assigned shift, ensuring quality service delivery, timely incident resolution, and achievement of SLA and KPI targets.

The Shift Lead will provide operational and technical guidance to the team, manage critical incidents and escalations, monitor ticket queues, and ensure effective communication with customers and internal support teams.

Job Description:

• Lead and monitor Service Desk operations during the assigned shift.
• Ensure SLA, KPI, and service performance targets are met.
• Manage incidents, escalations, ticket queues, and critical issues through resolution.
• Provide coaching, technical guidance, and performance monitoring to the team.
• Coordinate with internal teams and customers for urgent and unresolved issues.
• Prepare daily, weekly, and monthly service performance reports.
• Perform Level 1/Level 2 technical support when required.

Qualifications:

• Experience in a 24x7 Service Desk environment is an advantage.
• Experience as a Senior Service Desk Analyst, Team Lead, or Shift Lead is preferred.
• Strong technical troubleshooting, analytical, and problem-solving skills.
• Knowledge of ITSM/Ticketing Tools, Incident Management, SLA/KPI, and Queue Management.
• Good communication and documentation skills.
• Basic knowledge of network and infrastructure troubleshooting.
• Willing to work on shifting schedules.

Primary Skills:
Service Desk Operations | Technical Troubleshooting | Incident & Escalation Management | ITSM | Ticket & Queue Management | SLA/KPI Management | L1/L2 Support