2,760 Technical Support Leader jobs in India

About NationsBenefits :

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core backoffice functions in the insurance domain.

Job Overview:

The IT Helpdesk Project Manager will oversee and manage the planning, execution, and delivery of IT helpdesk projects, ensuring that IT support services meet organizational needs and goals. This position requires a combination of strong project management skills and technical knowledge, with a focus on optimizing the helpdesk operations, improving customer satisfaction, and aligning helpdesk initiatives with broader IT and business objectives.

Key Responsibilities:

Project Planning & Execution:

• Lead the end-to-end management of IT helpdesk projects, from initiation through to delivery, ensuring they are completed on time, within scope, and within budget.
• Develop detailed project plans, timelines, and resources required to support the implementation of new helpdesk systems, software, and service improvements.
• Coordinate with internal teams (IT, HR, Finance, etc.) and external vendors to ensure alignment on project deliverables.

Team Leadership & Coordination:

• Manage and support the IT helpdesk team, ensuring that they have the resources, training, and guidance to perform effectively.
• Provide regular updates to leadership on project status, risks, and milestones.
• Foster a collaborative environment by working closely with IT support staff, software developers, and other business units.

Process Improvement:

• Evaluate and recommend improvements to helpdesk workflows and operational procedures to improve efficiency and service quality.
• Implement new technologies or processes to streamline issue resolution, enhance user experience, and optimize resource allocation.
• Lead initiatives to improve first-call resolution rates, reduce response times, and improve overall helpdesk satisfaction.

Customer Satisfaction & Support:

• Ensure that the helpdesk team delivers high-quality service to end-users by tracking and analyzing customer satisfaction metrics and implementing corrective actions when necessary.
• Collaborate with customer-facing teams (HR, Marketing, Sales, etc.) to understand evolving needs and ensure the helpdesk can support those requirements.
• Create and maintain detailed documentation and knowledge bases for common issues, processes, and resolutions.

Risk Management & Issue Resolution:

• Identify potential project risks and take appropriate action to mitigate these risks.
• Serve as a point of escalation for complex or critical issues, working with the IT team and vendors to resolve them quickly.
• Maintain clear communication with stakeholders regarding project timelines, roadblocks, and adjustments

Reporting & Analysis:

• Provide regular status reports to senior leadership on project progress, helpdesk performance, and areas of improvement.
• Analyze helpdesk performance data to identify trends, improve decision-making, and drive continuous improvement initiatives.

Budget & Resource Management:

• Create and manage project budgets, ensuring that all financial resources are used efficiently and in line with project objectives.
• Optimize resource allocation to ensure the project progresses smoothly without exceeding budget constraints.

Skills & Qualifications:

Required:

• Proven experience in IT project management, preferably with a focus on helpdesk or IT support services.
• Strong knowledge of helpdesk systems (e.g., ServiceNow, Jira, Zendesk) and ITIL framework.
• Excellent leadership and team management abilities, with experience coordinating cross-functional teams.
• Strong project management skills, with a proven ability to manage multiple projects simultaneously.
• Knowledge of common IT issues and troubleshooting techniques, along with an understanding of end-user needs and expectations.
• Strong analytical and problem-solving skills, with the ability to translate complex technical information into clear, actionable plans.
• Exceptional communication skills, both written and verbal, with the ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to manage and prioritize competing demands in a fast-paced environment.
• Familiarity with agile or other project management methodologies.

Preferred:

• PMP (Project Management Professional) or similar certification.
• ITIL Certification or relevant training.
• Experience working with remote or distributed helpdesk teams.
• Familiarity with cloud-based helpdesk tools and systems.
• Strong understanding of network infrastructure and hardware troubleshooting.

Education & Experience:

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field (preferred).
• Minimum of 6-8 years of experience managing IT support teams or IT projects, particularly in helpdesk environments.

• Lead and manage a team of technical support specialists, providing coaching, training, and performance management.
• Oversee daily support operations, ensuring timely and effective resolution of customer issues.
• Develop, implement, and enforce customer support policies, procedures, and SLAs.
• Handle escalated customer complaints and complex technical problems.
• Analyze support metrics and KPIs to identify trends, areas for improvement, and implement corrective actions.
• Collaborate with engineering and product teams to provide customer feedback and drive product enhancements.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Ensure a high level of customer satisfaction through proactive support and excellent service delivery.
• Manage and optimize the use of CRM and ticketing systems.
• Contribute to the development of training programs for support staff.
• Stay updated on product knowledge and industry best practices in customer support.

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum of 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership or management capacity.
• Proven experience managing technical support teams and operations.
• Strong understanding of software and hardware troubleshooting methodologies.
• Excellent problem-solving, analytical, and critical thinking skills.
• Exceptional communication, interpersonal, and customer service skills.
• Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
• Ability to work effectively in a hybrid work environment.
• Experience in defining and tracking support KPIs and SLAs.

CANDIDATE PROFILE & CRITICAL EXPOSURE / EXPERIENCE DEEMED ESSENTIAL

Skills

• Primary escalation point for customer concerns and issues, resolving them promptly to maintain customer satisfaction and trust.
• Conducting monthly/quarterly service review meetings with customers, providing insights into service performance, discussing improvement opportunities, and fostering transparent communication; preparing monthly/quarterly managed services reports, highlighting key achievements.
• Required functional experience of handling Installation, Implementation Maintenance and troubleshooting, server administration, Vendor Management backup and disaster recovery POS software. Operations, ensuring uninterrupted operations.
• Collaborate with IT teams to support business operations and projects.
• Maintain documentation and update system records.
• Respond to client requests based on contractual conditions
• Follow established ITIL processes for managing incidents, tasks and requests for changes
• Ensure the development and update of procedures and operational documentation
• Implement solutions, modifications, installations and maintenance tasks when required
• Perform any other tasks as requested by the management team
• New development and implementation of business continuity plans and disaster recovery protocols for the organization, which included conducting IT audits.
• Maintaining relationships with technology vendors and service providers (includes negotiating contracts reviewing performance, making recommendations for vendor selection or changes etc.
• Managing the IT budget allocating resources for projects an operational need. /li>
• Balancing the allocation of funds to support current operations, ongoing maintenance and strategic initiatives. /li>

• Evaluating costs and seeking opportunities to optimize spending (ongoing task!) /li>
• Setting and monitoring Service Level Agreements (SLAs) for IT support to ensure timely response and issue resolution and maintain high service availability. /li>
• Oversaw the IT Asset Management (ITAM) and Computer Replacement program to ensure appropriatereplacement cycles Establishes a project plan that includes a schedule, budget, and communications plan withtasks and resources.
• Meeting and improving established service delivery SLA’s

JOB - ROLE & RESPONSIBILITIES

Role, Duties and Responsibilities

Mac Device Management:

• Administer and support Mac devices within the Intune framework, ensuring compatibility and efficient management.
• Configure and deploy software packages, updates, and security policies specific to Mac environments.
• Monitor and manage device compliance, encryption, and endpoint protection for Mac devices.
• Technical Support and Troubleshooting:
• Provide L2 support for complex technical issues related to Intune and Mac devices, ensuring timely resolution.
• Collaborate with cross-functional teams to diagnose and resolve system issues.
• Stay up to date with the latest Intune and MacOS updates, ensuring systems are patched and secure.
• Documentation and Training:
• Maintain comprehensive documentation for all processes, scripts, and configurations.
• Provide training and guidance to L1 and L2 support teams on Intune and Mac device management.
• Contribute to the development of best practices and standard operating procedures.

Product Support Manager – AI Platform

Exp: 8-14 Years

Location: Chennai

Preferred candidate who can start early

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About Us:

Intellect Design Arena Ltd is a global leader in enterprise-grade financial technology, delivering

composable and intelligent solutions to forward-looking financial institutions across 61 countries.

With three decades of domain expertise, our product suite spans Wholesale Banking, Consumer

Banking, Central Banking, Wealth, Capital Markets, Treasury, Insurance and Digital

Technology for Commerce. Applying First Principles Thinking and Design Thinking, we have

elementalised the financial services landscape into a finite set of Events, Microservices, and

APIs, enabling faster, modular transformation with measurable outcomes.

At the heart of this are eMACH.ai, the world’s most comprehensive, composable and intelligent

open finance platform; Purple Fabric, the world’s first Open Business Impact AI platform; and

iTurmeric, our composable platform for seamless integration and configuration. We are a pioneer

in applying Design Thinking and our 8012 FinTech Design Center, the world’s first Design

Center dedicated to Design Thinking Principles, underscores our commitment to continuous and

impactful innovation, addressing the ever-growing need for digital transformation. We proudly

serve over 500+ customers worldwide, supported by a diverse workforce of solution architects,

and domain and technology experts in major global financial hubs.

For more information, visit

Summary:

We are seeking an accomplished Support Manager to lead and scale our enterprise-grade global support operations for our cutting-edge AI platform. This is a mission-critical role responsible for delivering exceptional customer experiences and enabling long-term customer success across industries and geographies. As a support manager you will define the vision and strategy for our support organization, establish robust operational processes, and build a world-class team that serves enterprise clients 24/7.

What You’ll Do:

• Define and execute the global support strategy aligned with business objectives, focusing on scalability, automation, and customer-centricity

• Oversee multi-regional support teams, ensuring comprehensive global coverage with consistent service excellence

• Build and lead a high-performance team of support managers and specialists, starting with the core hub in Chennai

• Develop and implement best-in-class support infrastructure, including tools, knowledge base, SLAs, and escalation workflows

• Act as a trusted partner to Product, Engineering, Customer Success, and Sales to surface customer insights and resolve complex issues

• Drive continuous improvement using data and analytics, monitoring key metrics such as resolution time, CSAT, NPS, and first-contact resolution

• Lead transformation initiatives including AI-driven support models, self-service capabilities, and proactive support strategies

• Establish and maintain strong executive relationships with enterprise clients, ensuring high satisfaction and retention

What We’re Looking For:

• 10+ years of experience in technical/product support or customer experience roles, with 4+ years in team leading positions

• Proven success in building and scaling global support operations for SaaS, PaaS, or AI/ML platforms in high-growth environments

• Deep understanding of support technologies including Zendesk, Jira, Intercom, Salesforce Service Cloud, and AI-based ticketing systems

• Strong background in enterprise customer support, with a focus on operational excellence and strategic problem-solving

• Excellent leadership, communication, and cross-functional collaboration skills

• Demonstrated ability to manage support teams across time zones and cultures

• Experience working closely with C-level executives and driving board-level support strategy discussions.

What We Offer

• Opportunity to work with a first-of-its-kind AI platform that is reshaping how banks drive
• growth, efficiency, and innovation.
• Competitive base salary plus performance-based bonus.
• Accelerated career growth in AI-led enterprise sales.
• A collaborative and inclusive environment driven by innovation and purpose.
• Access to deep domain learning, coaching, and exposure to global banking leaders.

Our Commitment to Diversity

We are committed to creating a diverse and inclusive workplace where everyone belongs. All

applicants are considered based on merit, without bias to race, religion, gender, age, disability, or

background.