Job Summary:
The IT Support Lead (Software Focus) is responsible for overseeing and providing technical support for software applications used within an organization. This role involves troubleshooting, resolving software-related issues, coordinating with vendors or development teams, and leading a team of software support specialists. The IT Support Lead will ensure the smooth operation of software systems and provide excellent customer service to end-users.
Key Responsibilities:
Software Support: Provide expert-level support and troubleshooting assistance to end-users experiencing software-related issues. Analyze problems, identify root causes, and implement solutions in a timely manner.
Team Leadership: Lead a team of software support specialists, assigning tasks, setting goals, and providing guidance and mentoring. Ensure the team delivers high-quality support services and meets performance objectives.
Incident Management: Manage the software support ticketing system, triaging, prioritizing, and assigning support tickets to the team members. Monitor ticket queues to ensure timely resolution and adherence to service-level agreements (SLAs).
Vendor Coordination: Act as a liaison between the organization and software vendors or development teams. Collaborate with vendors to escalate critical issues, obtain software updates, and coordinate training sessions for the team.
Knowledge Management: Develop and maintain a knowledge base of common software issues, troubleshooting steps, and resolutions. Regularly update documentation and share knowledge with the team to enhance their troubleshooting capabilities.
Process Improvement:Continuously review and improve software support processes to enhance efficiency, customer satisfaction, and overall service quality. Identify trends and recurring issues to propose preventive measures and system enhancements.
Training and Onboarding: Facilitate training sessions to familiarize end-users with software applications and new features. Develop training materials, user guides, and FAQs to promote self-help resources for end-users.
Collaboration: Collaborate with other IT teams, such as infrastructure and security, to ensure seamless integration and compatibility of software applications with existing systems. Participate in cross-functional projects and initiatives as required.
Qualifications and Skills:
1. Bachelor’s degree in computer science, information technology, or a related field.
2. Proven experience 3yrs in software support or a similar role.
3. Strong knowledge of software applications, including enterprise systems, productivity tools, and industry-specific software.
4. Proficiency in troubleshooting software issues, conducting root cause analysis, and implementing effective solutions.
5. Experience with incident management processes and ticketing systems.
6. Leadership and team management skills, with the ability to motivate and guide a team of support specialists.
7. Excellent problem-solving and communication skills.
8. Customer-oriented mindset and ability to provide exceptional customer service.
9. Strong organizational skills with the ability to prioritize tasks and manage multiple assignments simultaneously.
Job Type: Full-time
Pay: ₹25,000.00 – ₹35,000.00 per month
Day range:
Shift:
Ability to commute/relocate:
Experience:
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