IT Support - Team Leader (US Shift)
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
Role Overview
Lead a team delivering IT helpdesk services across B2B client accounts and B2C customer environments.
The role combines people leadership, IT service delivery, technical expertise, customer management, and operational performance management.
Key Skills for This Role
Full Job Posting
About the company
Binary Semantics Ltd. is a global software development and IT services company operating across the USA, Canada, Europe, and India.
Job summary
Lead a team delivering IT helpdesk services across B2B client accounts and B2C customer environments.
The role combines people leadership, IT service delivery, technical expertise, customer management, and operational performance management.
Key responsibilities
- Lead, mentor, and motivate IT Helpdesk Executives.
- Manage helpdesk operations, service levels, productivity, quality, and customer satisfaction.
- Handle escalations and complex technical issues.
- Provide guidance across hardware, software, networking, cloud, and managed IT environments.
- Drive operational metrics, coaching, reporting, root cause analysis, and corrective actions.
- Improve processes through automation, technology, and AI-enabled solutions.
- Ensure compliance with policies, SOPs, and information security guidelines.
- Recommend relevant IT products and managed services when appropriate.
Technical expertise
- Work with Windows 10/11, macOS, Microsoft 365, Microsoft Office, Google Workspace, and Google SaaS products.
- Administer user accounts, access, passwords, Microsoft Entra ID, and Azure Active Directory.
- Troubleshoot VPNs, remote connectivity, hardware, peripherals, LAN, WAN, Wi-Fi, TCP/IP, DNS, and DHCP.
- Support endpoint protection, cybersecurity practices, software installation, patching, remote support, ticketing, and ITSM platforms.
Skills and qualifications
- Demonstrate people management, team leadership, decision-making, problem-solving, coaching, analytical, reporting, and escalation-management skills.
- Communicate effectively with customers, clients, stakeholders, and team members.
- ITIL Foundation certification or working knowledge of ITIL practices is an added advantage.
Experience and education
- A bachelor's degree in any discipline is preferred.
- At least 3 years of experience in IT helpdesk, service desk, managed IT services, IT operations, end-user computing, or a related environment.
- At least 1 year of experience as a team leader in an IT helpdesk or service delivery environment.
- Experience supporting consumer and business customers is preferred.
Work schedule
- Permanent, full-time position.
- Rotational US shift with a five-day working week and two rotational weekly days off.
- Flexibility to work across shifts based on business and client requirements.
Preferred industry
Preferred backgrounds include BPO, ITES, managed IT services, technology services, and IT service management.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career