{"id":3512497,"url":"https://alion.io/job/pmc-team-lead-l2","title":"Team Lead - L2","company":{"id":450232,"name":"PMC","domain":"pmccommerce.com","url":"https://alion.io/company/pmccommerce","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vadodara, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-11-01T19:18:18Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Summary of the position\nThis role is responsible for managing the entire operation of level 2 service desk process. The role is crucial to ensuring the service deliverables are met with high quality standard.\nThe role requires good understanding of customer management, stakeholder management, Team management and leading offshore services.\nThe role will report to Service desk manager and part of leadership team with-in managed services.\nThe utilization of mentioned role further bifurcated into, (not limited to)\n40% people management responsibilities (includes 121, PDR, team meetings, local and senior management reportings or meetings, etc)\n20% in Process improvement, knowledge management and service challenges & mitigation.\n20% managing service deliverable and maintain service health.\n10% customer/ service escalation and process management.\n10% project or Non-BAU activities management.\nKey accountabilities\nProvide leadership of the Service Desk team in the absence of senior members.\nDealing with people and task management for helpdesk resources on regular basis.\nCommunicating with senior staff members at PMC and senior members of our customers’ IT teams.\nLiaising with the Service Desk Manager, Application Support Manager, Team Leader(s) and other Deputy Team Leader(s) to align the day-day activities of the Application Support Team to ensure a good level of service is delivered into the customers\nCover any other management duties in the absence of the Team Leader(s) locally or as requested.\nHelping leadership team in managing roster, leaves and resource plan for reporting team members.\nProvide clear feedback to the rest of the leadership team on topics including workloads, escalations, SLA breaches, major incidents etc.\nHelp the Application support leadership team to drive the standard operating procedures and support best practices\nHelp manage shift rotas for the team to ensure appropriate levels of cover are available always including weekends and bank holidays\nHandling day to day issues that arise on site\nManage BAU and ensure the effective utilization of all team members\nSupport knowledge sharing across the co-located support team\nHighlight and champion new incident resolution approaches\nContribute to the ongoing development of the support Knowledge Base\nAssisting with the management of the Knowledge Base.\nPlanning and managing training programmes for new team members.\nMonitor workloads, both within and outside of IMS, for the team.\nAlways Maintain professionalism with external customers and internal colleagues.\nRecommend changes to resolve recurring issues.\nReview assignment of incidents by Incident Analysts - highlights improvements that can be made in how calls are assigned.\nUndertake technical resolution of incoming issues, within expected technical capability\nUse technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).\nEnsure all tickets logged are clearly written so that any team member can understand the issue.\nUnderstand and execute against agreed processes for implementing fixes/changes.\nUnderstand the impact of incidents on the client, and respond appropriately.\nUnderstands the impact of non-delivery on the reputation of PMC with the client\nProvide regular client and internal communication on assigned activity and incidents - ensuring that interested parties are clear on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.\nEscalate to Service Desk Manager(s) when there are resource conflicts, or when SLAs are at risk of not being met.\nRequirements\nSkills and Experience | Essential\nMinimum 4-6 years’ experience in a support services.\n2 + years previous experience in leadership role or deputy roles.\nExperience in providing remote technical support for medium to large technical environments is preferred.\nAbility to manage day-to-day activities of helpdesk and helpdesk advisors\nMust have expertise on handling escalated customer issues\nMust have expertise on using tools to measure helpdesk advisor’s work performance and workload management\nKnowledge of ITIL framework, ITIL Foundation certified (preferred, not mandatory)\nExperience with process adherence and suggesting improvements to processes.\nExcellent verbal and written professional communication skills (including strong conceptual writing skills) are required to work effectively with team and clients\nStrong multi-national, multi-cultural experience and orientation to ensure services/projects are deployed to plan\nProven problem solving, conceptual thinking, and analytical abilities\nStrong leadership and decision-making skills\nShould be ready to work in rotational shifts (24*7).\nSkills and Experience | Desirable\nGood aptitude, positive attitude, strong reasoning, and communication skills. Must be a good team player.\nITIL Foundation or V4 certification\nGood analytical skills and research-oriented\nExposure to a global working environment\nAbilities like problem-solving, analytical, time management & decision making, self-motivated","description_format":"text","description_chars":5135,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["E-commerce Platforms","Enterprise Apps Implementation Partners"],"lifecycle":[{"event":"open","at":"2026-10-30T08:38:45Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.835,"p_room":0.9,"age_days":13,"expected_fill_days":30,"reasons":["conf:2","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/pmc-team-lead-l2","json_url":"https://alion.io/job/pmc-team-lead-l2.json","meta":{"generated_at":"2026-11-01T19:49:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30486,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":450232},"rest":"https://alion.io/mcp/rest/get_company?id=450232"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpmc-team-lead-l2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpmc-team-lead-l2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpmc-team-lead-l2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pmc-team-lead-l2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpmc-team-lead-l2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3512497}},{"tool":"search_jobs","arguments":{"company":"pmccommerce.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3512497},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}