Application Support Lead

Job Title: Application Support Lead
High Level Description:The Service Desk Lead takes ownership of operational support oversight, is hands-on with client support, and provides team mentorship.

What youll be doing
Operational Oversighto Monitor tickets, support emails, and SLAs, escalating issues when neededo Ensure that the assigned tickets are handled effectively within the timelineso Ensure that all support tickets are managed ensuring SLA Complianceo Ensure timely client communication of incoming ticketso Ensure all planned activities are completed on timeo Coordinate coverage across shifts to maintain seamless 24*7 supporto Identify opportunities for process improvements, automation, and efficiency gains.o Track, analyze, and report on service desk metrics such as time spent per project; most tickets closed/time spent by each member, etc.Client Support & Communicationo Act as an escalation point for sensitive client issueso Oversee and review outgoing client communications for accuracy and tone.o Engage directly with clients when necessary to provide support.Hands-On Leadershipo Supervise and assist the Service Desk Team with task as necessary. Work alongside the team to resolve issues to set examples of best practices.o Provide guidance and real-time support the team handling challenging tickets.Team Development & Trainingo Provide ongoing mentorship and training to the service desk team to improve technical knowledge and customer service skills.o As part of training, reiterate to ensure data is handled, transferred and processed according to legal and organization guidelines.o Provide constructive feedback to support professional growth.o Conduct performance reviews and foster a culture of accountability and continuous improvement.o Foster and maintain a positive work environment.

What we need from you
Overall, 8-10 years of IT experience with minimum 3 years as a Shift LeadExperience working with incident, request, change and problem management.Experience working in Product Company preferred.Strong Experience in managing at least 10 - 15 members of support team.Experience in managing the daily operations of the service desk.Experience in preparing roasters and ensuring the availability of resources to cover support needs including leaves and holidays.Ensure that the assigned tickets are handled effectively as per the SLA.Experience in coordinating and managing all relevant stakeholders.Good Communication skillsBased out of Chennai and willing to work in shifts.