3,205 Helpdesk Lead jobs in India

Our client, a rapidly expanding software solutions provider, is seeking a highly motivated and experienced Senior Customer Service & Helpdesk Lead to manage their global support operations from a fully remote capacity. This critical role involves leading a team of support professionals, ensuring exceptional customer satisfaction, and optimizing helpdesk processes to deliver timely and effective technical assistance. You will be instrumental in developing support strategies, enhancing customer engagement, and resolving complex technical issues. If you have a passion for service excellence and a proven ability to lead and inspire remote teams, this opportunity is ideal for you.

Responsibilities:

• Lead, train, and mentor a team of remote customer service and helpdesk representatives, fostering a high-performance and customer-centric culture.
• Oversee the day-to-day operations of the helpdesk, ensuring prompt and efficient resolution of customer inquiries and technical issues via phone, email, and chat.
• Develop and implement standard operating procedures (SOPs) for customer support and technical assistance.
• Monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction scores (CSAT), and first-contact resolution rates, and drive improvements.
• Analyze customer feedback and support trends to identify areas for service enhancement and product improvement.
• Manage escalated customer issues, providing expert guidance and ensuring timely and satisfactory resolution.
• Develop and maintain comprehensive knowledge base articles and self-help resources for both customers and internal support staff.
• Collaborate with engineering and product teams to relay customer feedback and contribute to product development and bug fixes.
• Ensure the effective utilization of helpdesk software and other support tools.
• Stay current with industry best practices in customer service and technical support.

Qualifications:

• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in customer service or technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing and motivating remote support teams.
• Strong understanding of IT service management (ITSM) principles and helpdesk operations.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management) and CRM software.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle difficult customer situations with professionalism and empathy.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Experience in the software industry is highly desirable.

This position offers a competitive salary, comprehensive benefits, and the significant flexibility of a fully remote work environment, empowering you to deliver exceptional support from anywhere.

Our client is seeking an experienced and motivated Customer Service & Helpdesk Team Lead to oversee their support operations in Dehradun, Uttarakhand, IN . This role is crucial for ensuring the delivery of exceptional customer support and technical assistance to clients, fostering a positive customer experience, and driving team performance. The Team Lead will be responsible for managing a team of customer service representatives and helpdesk agents, setting performance standards, and continuously improving support processes.

Key responsibilities include providing direct customer support, troubleshooting technical issues, resolving complex customer complaints, and escalating issues when necessary. You will also be responsible for training and coaching team members, monitoring service levels and key performance indicators (KPIs), and implementing strategies to enhance customer satisfaction and first-contact resolution rates. The Team Lead will also contribute to the development of knowledge base articles and support documentation. Strong leadership, communication, and problem-solving skills are essential.

The ideal candidate will possess a Bachelor's degree in Business Administration, IT, or a related field, with a minimum of 5 years of experience in customer service or technical support, including at least 2 years in a team leadership or supervisory role. Proven experience with helpdesk software and CRM systems is required. You should have a strong understanding of customer service best practices, excellent communication skills (both verbal and written), and the ability to motivate and guide a team effectively. Experience in developing training materials and performance management strategies is highly desirable.

Qualifications:

• Bachelor's degree in Business Administration, IT, or a related field.
• Minimum 5 years of experience in customer service/technical support.
• At least 2 years of experience in a Team Lead or Supervisory role.
• Proficiency with helpdesk ticketing systems and CRM software.
• Strong understanding of customer service principles and metrics.
• Excellent problem-solving and conflict resolution skills.
• Effective communication and interpersonal abilities.
• Ability to train, coach, and motivate a support team.
• Experience in developing support documentation.

Our client is looking for a dynamic and experienced Customer Service & Helpdesk Team Lead to guide their support team in providing exceptional service. This role is fully remote, allowing you to manage and mentor your team from anywhere. You will be responsible for overseeing daily helpdesk operations, ensuring timely resolution of customer issues, and maintaining high levels of customer satisfaction. Key responsibilities include managing ticket queues, escalating complex problems, developing support documentation, and training new team members. The ideal candidate will have a proven track record in customer support, strong leadership and communication skills, and a deep understanding of helpdesk best practices. Experience with various CRM and helpdesk ticketing systems is essential. You should be adept at motivating and coaching a team, fostering a positive and collaborative remote work environment. The ability to analyze support trends, identify areas for improvement, and implement solutions to enhance efficiency and customer experience is critical. This position requires excellent problem-solving abilities, patience, and a customer-centric approach. You will be a key point of contact for escalated issues and will work closely with other departments to ensure a seamless customer journey. Join our client's team and lead a dedicated group of support professionals in delivering outstanding service, all while enjoying the flexibility of a remote role. The opportunity is based in Kanpur, Uttar Pradesh, IN , but the work is conducted entirely remotely.

Job description

Leadership and Supervision

• Lead, mentor, and motivate the Helpdesk team to achieve high performance and maintain a positive work environment.
• Conduct regular one-on-one meetings, performance reviews, and team meetings to address issues and provide feedback.
• Assist in the recruitment, training, and onboarding of new Helpdesk staff.

Operational Oversight & Customer support

• Monitor daily Helpdesk operations, including ticket resolution times, service levels, and customer satisfaction metrics.
• Ensure that support requests are logged, prioritized, and resolved in a timely and effective manner. o Implement and enforce HelpDesk procedures and best practices to improve efficiency and service quality.
• Handle escalated support requests and complex issues that require advanced technical knowledge or exceptional customer service skills. o Attending client meetings and sharing insights to improve overall performance
• Process Improvement: o Analyze HelpDesk performance data to identify trends, areas for improvement, and opportunities for process optimization o Develop and implement strategies to enhance HelpDesk operations, including the creation of knowledge base articles and self-help resources.

Technical Support

• Maintain up-to-date knowledge of company systems, software, and Mobile devices to provide accurate and timely support.
• Troubleshoot and resolve technical issues related to Mobile Device, software, network connectivity, and ticketing systems.

Qualifications

• Bachelors degree or a related field (or equivalent work experience).
• Proven experience in a HelpDesk or technical support role, with at least 2-4 years in a supervisory or team lead position.
• Strong technical knowledge, with experience in troubleshooting and problem-solving.
• Excellent leadership, communication, and interpersonal skills.
• Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment.
• Proficiency with HelpDesk ticketing systems .

Working Conditions

• Full-time position, with 24/7 shift
• Occasional after-hours support or on-call duties may be required

Our client is seeking a highly motivated and experienced Senior Customer Service & Helpdesk Team Lead to guide their support operations in Vijayawada, Andhra Pradesh, IN . This role is crucial for ensuring exceptional customer satisfaction by leading a team of support professionals and managing daily helpdesk activities. You will be responsible for overseeing ticket resolution, ensuring timely and effective responses to customer inquiries and technical issues across various communication channels (phone, email, chat). The ideal candidate will possess strong leadership qualities, excellent problem-solving skills, and a deep understanding of customer service best practices.

Key responsibilities include training and mentoring helpdesk staff, monitoring team performance, and conducting regular performance reviews. You will develop and implement support procedures, identify areas for improvement, and ensure adherence to service level agreements (SLAs). This role requires strong analytical skills to identify recurring customer issues and collaborate with relevant departments to implement permanent solutions. You will also be responsible for managing escalations, handling complex customer complaints, and ensuring a positive customer experience. A Bachelor's degree in a relevant field or equivalent work experience is required, along with a minimum of 4 years of experience in customer service or helpdesk support, with at least 1 year in a team lead or supervisory capacity. Proficiency in helpdesk software and CRM systems is essential. Excellent communication, interpersonal, and organizational skills are critical. The ability to remain calm and professional under pressure and to motivate a team to achieve performance targets is vital. You will be instrumental in enhancing the overall customer support experience and contributing to customer retention and loyalty for our client. This position demands a proactive approach to problem-solving and a commitment to continuous improvement.

**Who We Are**
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
**The Role**
As a System Administrator at Kyndryl, you'll solve complex problems and identify potential future issues across the spectrum of platforms and services. You'll be at the forefront of new technology and modernization, working with some of our biggest clients - which means some of the biggest in the world.
There's never a typical day as a System Administrator at Kyndryl, because no two projects are alike. You'll be managing systems data for clients and providing day-to-day solutions and security compliance. You'll oversee a queue of assignments and work directly with technicians, prioritizing tickets to deliver the best solutions to our clients.
One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here. You'll also get the chance to share your expertise by recommending modernization options, identifying new business opportunities, and cultivating relationships with other teams and stakeholders. Does the work get challenging at times? Yes! But you'll collaborate with a diverse group of talented people and gain invaluable management and organizational skills, which will come in handy as you move forward in your career.
Your future at Kyndryl
Every position at Kyndryl offers a way forward to grow your career, from Junior System Administrator to Architect. We have opportunities for Cloud Hyperscalers that you won't find anywhere else, including hands-on experience, learning opportunities, and the chance to certify in all four major platforms. One of the benefits of Kyndryl is that we work with clients in a variety of industries, from banking to retail. Whether you want to broaden your knowledge base or narrow your scope and specialize in a specific sector, you can find your opportunity here.
**Who You Are**
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.
**Required Technical and Professional Expertise:**
+ Possess a minimum of 3 years' experience serving as a Service Desk Shift Lead or Subject Matter Expert (SME).
+ Demonstrated expertise in managing service delivery teams comprising more than 25 engineers.
+ Experience with remote troubleshooting tools and remote desktop support.
+ Providing support and Subject Matter Expertise asrequired to agents supporting the account and third-party vendor.
+ Handling escalation and outage issues associated with the Service Desk function.
+ Monitoring and tracking open records that are assigned to the Service Desk to confirm that requests are resolved within committed service levels.
+ Coordinating with other Resolver Groups to close the escalated cases at Service Desk.
+ Notifying the Outages related to Infrastructure services to all Stakeholders.
+ Working internally and with other vendors operational and technical staff, and with account, to identify solutions that minimize the need to call the Service desk.
+ Update Common Knowledge Database with all account specific process related change management / updates.
+ Understanding and Measurement of SD KPIs and SLAs
+ Assist in scheduling and time management.
+ Working with the account team or client focal to tune day-to-day procedures executed on behalf of the client to provide maximum operational efficiency and value to the customer.
+ Should drive, initiative and commitment to achieve target.
+ Should have an analytical bent of mind and have sequential thinking and effective planning.
.
**Preferred Technical and Professional Experience**
+ Proficiency in written and verbal communication
+ ITIL V4 certification (Preferred)
+ Familiarity with the SNOW tool and dashboard
+ Strong knowledge of operating systems, networking protocols, enterprise hardware/software and O365 suites troubleshooting
+ Excellent problem-solving and analytical skills.
+ Effective oral and written communication skills.
+ Ability to work independently and manage time efficiently
+ Understanding of Avaya & AWS cloud Connect
**Being You**
Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.
**What You Can Expect**
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
**Get Referred!**
If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

**Description**
**Team Leadership & People Management**
-Manage the India-based CX team's day-to-day operations, including developers, solution specialists, and service desk team.
-Lead, mentor, and grow the team by fostering a culture of collaboration, innovation, and continuous learning.
-Oversee workload distribution, career development, and performance management.
**Platform Enablement & Development Support**
-Oversee the development and enhancement of ServiceNow scripts, workflows, and integrations in alignment with U.S. CX platform governance.
-Support and enable the Moveworks AI-driven support platform to ensure effective response automation and continuous improvement.
-Lead Nexthink digital employee experience initiatives by building actionable insights and driving scripting enhancements.
-Drive automation-first solutions across ServiceNow, Moveworks, and Nexthink to reduce manual tasks, proactively resolve issues, and deliver seamless employee experiences.
-Ensure all solutions follow best practices for scalability, security, and maintainability.
**Service Desk Operations**
-Manage Service Desk operations to ensure timely and high-quality resolution of end-user issues.
-Monitor performance against defined SLAs and KPIs to ensure operational excellence.
-Identify opportunities to improve incident, request, and problem management processes.
-Collaborate with global teams to align service delivery with ITSM and ITIL best practices.
**Collaboration & Stakeholder Communication**
-Act as the primary liaison between India-based teams and U.S. CX leadership.
-Provide regular project updates, track progress, and manage risks.
-Support global IT service delivery goals and ensure alignment with CX strategies.
**Continuous Improvement & Innovation**
-Promote best practices in platform development, ITSM processes, and automation frameworks.
-Identify and implement process improvements to increase efficiency, reliability, and end-user satisfaction.
-Encourage experimentation with new features and emerging technologies.
**Qualifications**
+ Bachelor's degree in Information Technology, Computer Science, or a related field.
+ At least 10 years of experience in IT, with 5 years managing ServiceNow, automation platforms, and IT Service Desk operations.
+ Proven experience leading teams in a global matrix environment.
+ Strong technical expertise in ServiceNow development and administration, with exposure to Moveworks and Nexthink.
+ Experience with ITSM, ITIL processes, scripting, integrations, automation frameworks, and end-user support operations.
+ Excellent communication and interpersonal skills to effectively engage with U.S.-based leadership and global stakeholders.
+ Demonstrated ability to manage both platform enablement and service delivery functions effectively.
+ Strong leadership skills to foster collaboration, innovation, and professional growth within the team.
This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.
**Job** Information Technology
**Primary Location** India-Maharashtra-Mumbai
**Schedule:** Full-time
**Travel:** No
**Req ID:**
**Job Hire Type** Experienced Not Applicable #BMI N/A

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
As a Cross Technology Managed Services Engineer (L1) at NTT DATA, you will be the first point of contact for our clients, ensuring their IT infrastructure and systems remain operational. You will proactively identify, investigate, and resolve technical incidents and problems, focusing on first-line support for standard and low-complexity incidents and service requests. Your aim? To ensure zero missed service level agreement conditions.
Every day, you will monitor client infrastructure and solutions, identifying problems and errors before or as they occur. You will dive deep into first-line incidents assigned to you, pinpointing the root causes, and providing telephonic, ITSM ticket or chat support to our clients when they need it most. Maintenance activities, such as patching and configuration changes, will be part of your routine, ensuring the smooth operation of client systems.
You will work across two or more technology domains, such as Cloud, Security, Networking, Applications, or Collaboration. Your day may include updating existing knowledge articles or creating new ones, seeking opportunities for work optimization, and supporting project work as needed. Additionally, you will contribute to disaster recovery functions and tests, ensuring our clients' DATA is safe and sound.
Shift changes are made seamless with your careful handovers, ensuring service continuity. You will report and escalate incidents when necessary and strive for efficient, comprehensive resolutions of incidents and requests. With each interaction, you will aim to provide a positive client experience, placing their needs at the forefront of all you do.
**To thrive in this role, you need to have:**
+ Entry-level experience with troubleshooting and support in security, network, DATA centre, systems, or storage within a medium to large ICT organization.
+ Basic knowledge of management agents, redundancy concepts, and ITIL processes.
+ Highly disciplined in handling of tickets on day-to-day basis. Act promptly as per defined Sop's.
+ Try to resolve as many tickets as possible using available Knowledge articles or provided Sop's.
+ Good understanding of using ITSM tools.
+ Skill in planning activities and projects in advance and adapting to changing circumstances.
+ A client-centric approach, understanding their requirements and ensuring a positive experience throughout their journey.
+ Ability to communicate and work across different cultures and social groups.
+ Proficiency in active listening techniques and refraining from interrupting.
+ A positive outlook at work, even in pressurized environments.
+ Willingness to work hard and put in longer hours when necessary.
+ A bachelor's degree or equivalent qualification in IT or Computing (or demonstrated equivalent work experience).
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.
**Your day at NTT DATA**
As a Cross Technology Managed Services Engineer (L2) at NTT DATA, you will play an essential role in maintaining our clients' IT infrastructure and systems. Your expertise will help keep everything running smoothly by proactively monitoring, identifying, investigating, and resolving technical incidents and problems. You'll be the go-to person to restore services and ensure our clients' satisfaction.
Your typical day involves managing work queues, addressing incidents and requests within agreed SLAs, and updating tickets with the actions taken. By identifying, analysing, and logging issues before they escalate, you'll be instrumental in maintaining service quality. You'll also collaborate closely with other teams and clients to provide second-level support, ensuring seamless communication and efficient problem resolution.
You will execute changes meticulously, understanding and mitigating risks, and contribute to the change management process with detailed documentation. Your role includes auditing incident and request tickets for quality, recommending improvements, and identifying tasks for automation to enhance efficiency. Additionally, you'll handle client escalations with professionalism and assist in disaster recovery functions and tests when necessary.
Working within our diverse and inclusive environment, you'll help drive the optimization of efforts by working with automation teams and supporting L1 Engineers. Your responsibility also extends to contributing to various projects, ensuring that all changes are approved, and maintaining a positive outlook even in high-pressure situations.
**To thrive in this role, you need to have:**
+ Moderate-level experience in managed services roles handling cross-technology infrastructure.
+ Knowledge of ticketing tools, preferably ServiceNow.
+ Familiarity with ITIL processes and experience working with vendors and third parties.
+ Proficiency in planning activities and projects, taking changing circumstances into account.
+ Ability to work longer hours when necessary and adapt to changing circumstances with ease.
+ Proven ability to communicate effectively and work across different cultures and social groups.
+ Positive outlook and ability to work well under pressure.
+ Commitment to placing clients at the forefront of all interactions, understanding their requirements, and ensuring a positive experience.
+ Bachelor's degree in IT/Computing or equivalent work experience.
**Workplace type** **:**
On-site Working
**About NTT DATA**
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
**Equal Opportunity Employer**
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.