IT Support Team Lead / IT Support SME

Role: IT Support Team Lead / IT Support SME
Company: Binary Semantics Ltd.
Location: Gurugram, Haryana, India
Employment type: Permanent, Full-time
Compensation: Negotiable
Work schedule: Rotational US shift | Five-day working week with two rotational week-offs
About Binary Semantics
Binary Semantics is a client-centric global software development company offering IT services, consulting services and knowledge services across several industry segments, including automobiles, manufacturing, FMCG, technology, insurance, travel, hospitality and B2B publishing. Our global operations span the USA, Canada, Europe, Middle-East, Malaysia and India. We leverage our technology expertise and industry knowledge to develop customized solutions and services.
About the opportunity
We are looking for technically proficient, customer-focused professionals to strengthen our IT support operations and deliver high-quality service across B2C customer environments and B2B client accounts.
We welcome both experienced IT Support Team Leads and technically strong IT Support SMEs who bring a problem-solving mindset, a sense of ownership and a commitment to continuous improvement.
For experienced leaders, the opportunity involves guiding teams, driving service delivery, managing escalations and improving operational performance. For technical specialists, it offers the opportunity to apply their expertise to complex issues, strengthen support processes, share knowledge and demonstrate their potential to take on broader responsibilities.
Prior team-lead experience is preferred for leadership positions. However, we also recognize that leadership potential is not always reflected in a job title. Candidates who demonstrate strong technical capabilities, initiative, accountability, communication skills and the ability to influence and support others will be considered based on their skills, understanding and overall suitability for the role.
We value individuals who take ownership, learn continuously, challenge problems constructively and contribute to better outcomes for customers and the team.
Key Responsibilities
Technical Support & Service Delivery
Lead or contribute to day-to-day IT helpdesk operations across B2B client accounts and B2C customer environments.
Provide technical support and troubleshooting across hardware, software, operating systems, networking, cloud and managed IT environments.
Handle customer escalations, supervisor calls and complex technical issues, ensuring timely resolution and positive customer outcomes.
Ensure adherence to service levels, productivity, quality and customer satisfaction goals.
Maintain accurate ticket documentation, incident records and knowledge resources.
Support effective incident and service request management through ticketing and IT Service Management (ITSM) platforms.
Team Leadership & Capability Development
For the Team Lead role, lead, mentor and motivate IT Helpdesk Executives to deliver high-quality technical support and customer service.
Coach team members through regular feedback, performance reviews, knowledge-sharing sessions and targeted development plans.
Monitor quality trends, identify skill gaps and collaborate with Quality and Training teams to improve team performance.
For the SME role, act as a technical escalation point, resolve complex issues, mentor colleagues and strengthen troubleshooting capabilities.
Encourage ownership, accountability, collaboration and a positive, performance-driven team culture.
Operational Performance & Continuous Improvement
Drive key operational metrics, including CSAT, FCR, AHT, ticket resolution, quality, shrinkage, productivity and revenue, as applicable to the role.
Analyze operational reports and performance data to identify improvement opportunities and implement corrective action plans.
Prepare and present operational reports, root cause analyses (RCA) and performance insights to management.
Identify recurring issues, improve support workflows and strengthen SOPs, troubleshooting guides and knowledge bases.
Identify opportunities to automate repetitive tasks and enhance operational efficiency through technology and AI-enabled solutions.
Ensure compliance with organizational policies, standard operating procedures and information security guidelines.
Contribute to a customer-centric approach through relevant recommendations for IT products, managed services and value-added solutions, wherever appropriate.
Technical Expertise
Candidates should possess working knowledge of relevant technologies across the following areas:
Windows 10/11 operating systems and macOS.
Microsoft 365 and Microsoft Office applications.
Google Workspace and Google SaaS products.
Microsoft Entra ID / Azure Active Directory.
User account, access and password-related administration.
VPNs and remote connectivity.
Desktop/laptop hardware and peripherals.
LAN, WAN, Wi-Fi, TCP/IP, DNS, DHCP and basic networking concepts.
Printers and multifunction devices.
Antivirus, endpoint protection and endpoint security.
Cybersecurity and information security best practices.
Software installation, configuration, troubleshooting, patching and updates.
Remote desktop and remote-support tools.
Ticketing and IT Service Management (ITSM) platforms.
Incident and service request management.
Managed IT Services, remote helpdesk environments and basic cloud-based IT environments.
Leadership & Operational Competencies
Strong problem-solving, analytical and decision-making abilities.
Ability to coach, mentor and develop team members.
Strong customer escalation and stakeholder management skills.
Ability to interpret operational data and drive measurable improvements.
Excellent organizational, planning and time-management skills.
Ability to prioritize multiple tasks and perform effectively in a fast-paced environment.
A proactive mindset focused on continuous improvement and operational excellence.
Ability to leverage AI tools and automation to improve productivity, troubleshooting efficiency and customer experience.
Strong ownership, accountability, professionalism and a willingness to learn.
For Team Lead candidates, people management, team performance, coaching and service delivery ownership are particularly important.
For SME candidates, technical depth, complex troubleshooting, knowledge sharing, documentation and initiative are particularly important.
Skills & Qualifications
Excellent verbal and written communication skills.
Strong client, stakeholder management and interpersonal skills.
Exceptional troubleshooting, analytical and research capabilities.
Customer-focused, with a practical and solution-oriented approach.
Strong proficiency in Microsoft Office applications, including Excel, Word, Outlook and PowerPoint, and Google Workspace.
ITIL Foundation Certification or working knowledge of ITIL Service Management practices will be an added advantage.
Experience & Education
Bachelor's degree in any discipline preferred.
Minimum three years of experience in IT Helpdesk, Service Desk, Managed IT Services, IT Operations, End-User Computing or a related IT service environment.
For the Team Lead track, at least one year of experience in a team-lead role within an IT helpdesk or service-delivery environment is preferred.
Experience supporting both consumer and business customers will be an advantage.
Candidates without a formal team-lead designation are welcome to demonstrate their leadership potential through technical expertise, mentoring, initiative, accountability and relevant experience.
Work Schedule
Permanent, full-time employment.
Rotational US shifts.
Five working days per week with two rotational week-offs.
Flexibility to work across shifts based on business and client requirements.
Compensation & Benefits
Competitive, negotiable compensation based on skills, experience and role suitability.
Two-way cab transportation for eligible shifts.
Meal facilities or meal benefits, as applicable.
Performance-linked incentives, subject to the applicable incentive structure.
Opportunities for continuous learning, skill development and career progression based on demonstrated performance.
Why Join Us?
Join a team where technical expertise, customer experience and operational excellence matter.
You will have the opportunity to solve meaningful problems, share your knowledge, improve how support is delivered and contribute ideas that make a difference to customers and colleagues.
Whether you bring established leadership experience or strong technical capabilities with the ambition to grow, we value your ability to take ownership, demonstrate initiative and deliver results.

Work arrangement
No