IT Helpdesk Team Lead

Inbox Business Technologies is hiring an IT Helpdesk Team Lead who is responsible for supervising his regional field engineers’ team, ensuring timely resolution of technical issues, maintaining service quality, and meeting SLA targets. This role acts as the first escalation point for unresolved issues and coordinates with internal teams and users to deliver efficient IT support.

Key Responsibilities

• Supervise and guide Resident Engineers on all relevant issues
• Monitor the helpdesk dashboard and ensure timely ticket resolution
• Coordinate with Manager and provide updates on all open tickets and other ongoing escalated issues
• Communicate with users and provide in-person or remote support when required
• Assist team members in troubleshooting complex technical issues
• Ensure that all calls and emails are responded to promptly and professionally
• Follow up with the field team to resolve all open cases and ...