IT Helpdesk Team Lead

About the Company

Sonata Software, with over $1.2 Billion in revenue, is a leading AI-first Modernization Engineering company powered by the unique Platformation™ framework. Our 6400+ AI Engineers help enterprises transform from systems to intelligent business platforms, leveraging a partner ecosystem to drive speed, efficiency, and growth. We offer a bouquet of Modernization Engineering Services with an AI-first approach across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets, including the Harmoni.AI Enterprise Platform, which features AgentBridge (a governance and observability framework), AgentBuilder (a development toolkit for fungible agents), and the Agent Marketplace (an internal ecosystem for modular, reusable agents).

Headquartered in Bengaluru, India, Sonata Software has a strong global presence in key regions including the US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland), and the Nordics (Finland). We are a trusted partner to Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing, and Distribution.

Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Sonata holds a 30+ year partnership with Microsoft and is part of the elite Microsoft Inner Circle, placing us among the top 1% of global Microsoft partners. We are also among the first companies to earn the Microsoft Frontier Partner Badge and have achieved AWS Premier Tier Status in the AWS Partner Network.

About the Role

The IT Helpdesk Team Lead will provide technical leadership and support to team members, applying a higher level of technical expertise to resolve issues. This role involves occasional work with minimal supervision to deliver phone and remote desktop support, as well as effective communication with other IT team members to delegate work when necessary. The Team Lead will occasionally direct the work of support partners, delegating tasks critical to company HelpDesk needs.

Responsibilities

• Supervise 24/7 operation of the L1 and L2 support team.
• Ensure employees provide effective, efficient, and timely first and second-level Telehealth Support on a 7x24 basis.
• Complete tasks and manage projects efficiently and on-time.
• Perform monthly quality assurance reviews on a sample of support calls and provide coaching/feedback as needed.
• Work with vendor supervisory staff to provide training and support to 24 offshore support agents.
• Collaborate with IT managers to create reporting metrics identifying trending issues.
• Work with other Support Leads to resolve issues when necessary.
• Accurately measure and report performance metrics related to system downtimes and operational impacts due to recurring incidents.
• Study incident/request ticket trends to determine innovative ways to reduce recurrences through automation (collaborate with peers to identify automation or triggered workflow candidates).
• Ensure Support Team processes and best practices are followed.
• Record critical information in the internal tracking application to document problems, actions taken, and solutions for historical records.
• Monitor and update the status of customer problems, providing a knowledge-sharing medium for technical issue resolution.
• Manage critical issues via the Major Incident Response Tracking (MIRT) process.
• Assist users with technical issues in patient care systems.
• Provide assistance and training to users on information technology systems.
• Work with corporate IT staff to respond to and resolve issues.
• Occasionally install or troubleshoot network equipment.
• Maintain functional and technical specifications and operating documentation.
• Identify troubleshooting patterns and persistent issues.
• Recommend training and creative improvements to reduce support calls.

Requirements

• College degree or four or more (4+) years of experience in systems management or IT customer support.
• Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies.
• Excellent analytical skills and attention to detail.
• Ability to listen and communicate effectively with both technical and non-technical users, both verbally and in writing.
• Proven record of successfully managing projects to completion.

Why Join Us

At Sonata, you’ll have an outstanding opportunity to use your skills and imagination to push the boundaries of what’s possible. You’ll build never-before-seen solutions to some of the world’s toughest problems. While the work is challenging, you won’t be alone—you’ll join a team of diverse innovators, all driven to go beyond the status quo and craft what comes next.