ITSTeam LeadHelpdeskSupport

Roles and Responsibilities:

• Lead and mentor support analysts to ensure consistent highquality application support delivery.

• Oversee the logging triaging and resolution or escalation of applicationrelated incidents and service requests.

• Monitor daily operations ensure SLAs and KPIs are met and provide regular performance feedback to the team.

• Coordinate with L2/L3 teams and vendors for escalated issue resolution.

• Ensure proper documentation of issues resolutions and known error databases (KEDB).

• Identify recurring issues and recommend improvements to reduce ticket volume and enhance user satisfaction.

• Manage access provisioning and deprovisioning in supported applications ensuring compliance with internal controls.

• Conduct knowledge sharing sessions and maintain team readiness for new application rollouts or updates.

• Handle shift planning leave management and ensure 24/7 or businesshour coverage as per the support model.

• Act as a key communication bridge between users internal teams and application owners.

Qualifications :

Educational Qualifications:

• Bachelors degree in Computer Science Information Technology or a related discipline.

 Experience:

• 5 years of overall IT support experience with at least 2 years in a team lead role.

• Proven experience in L1 Application Support or IT Helpdesk handling business applications.

• Familiarity with ticketing systems like ServiceNow BMC Remedy or similar.

• ITIL certification (Foundation or higher) is highly preferred.

Mandatory / Required Skills:

• Application Support: Experience in monitoring logging and basic troubleshooting of enterprise applications.

• ITIL Practices: Strong understanding of Incident Request and Knowledge Management processes.

• Ticketing Tools: Handson experience with ITSM platforms for incident tracking and SLA management.

• Access Management: Basic user access provisioning and troubleshooting within application ecosystems.

• Reporting & Metrics: Ability to generate and analyze support metrics and team performance reports.

Soft Skills:

• Strong team management and mentoring capabilities.

• Clear and effective communication with endusers and stakeholders.

• Aptitude to resolve technical issues and improve processes.

• Ability to work with crossfunctional teams and business users.

• Strong commitment to enduser satisfaction and service excellence.

Preferred Skills:

• Familiarity with basic skills for application troubleshooting.

• Understanding of SLAs escalations and Root Cause Analysis (RCA) processes.

• Experience with automation/scripting for repetitive tasks.

Additional Information :

Bosch Internal: New opportunityL50 Team Lead Helpdesk Support

Remote Work :

No

Employment Type :

Fulltime