Software Engineering

JOB POST: IT Support Team Leader at Digital India Corporation (DIC) [5 Years Exp]: Apply by June 30

Apoorva

Jun 2, 2023
2 min read

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Online applications are invited for an IT Support Team Leader post. Check the job description and eligibility criteria below!

About DIC

Digital India Corporation has been set up by the ‘Ministry of Electronics & Information Technology, Government of India’, to innovate, develop and deploy ICT and other emerging technologies for the benefit of the common man. It is a ‘not-for-profit Company under Section 8 of the Companies Act 2013. The Company has been spearheading the Digital India programme of the Government of India and is involved in promoting the use of technology for eGovernance/e-Health / Telemedicine, e-agriculture, e-Payments, etc.

Job Description

Managing the day-to-day operations of the helpdesk team, including scheduling, workload allocation, and task prioritization.
Setting goals and objectives for the helpdesk team, and monitoring performance
against these goals.
Hiring and training new helpdesk staff members, and providing ongoing coaching and
development to existing team members.
Ensuring that the helpdesk team is providing excellent customer service and technical support to end-users, and resolving customer issues in a timely and effective manner.
Collaborating with other departments within the organization, such as product development and quality assurance, to identify and resolve software bugs and other technical issues.
Developing and implementing processes and procedures for managing customer inquiries and support tickets, and ensuring that these processes are followed by the helpdesk team.
Analyzing data on customer inquiries and support requests to identify trends and areas for improvement in the software product.
Providing regular reports to senior management on helpdesk performance, customer satisfaction, and software issues.
Ensuring that the helpdesk team has access to the resources and tools needed to effectively support the software product, such as knowledge bases, training materials, and technical documentation.
Staying up-to-date with developments in the software industry, and identifying opportunities to improve the helpdesk team’s processes and procedures to better serve customers.

Eligibility Criteria

5+ years of experience in helpdesk management or customer support management

Excellent communication and interpersonal skills
Strong problem-solving and critical-thinking skills
Knowledge of software products and software development methodologies
Experience with helpdesk or customer support tools and software
Strong leadership and team management skills
Ability to manage multiple projects and tasks simultaneously
Ability to analyze data and metrics to identify trends and areas for improvement