Also in Vijay Nagar, Indore, a separate IT support division is hiring a Lead IT Help Desk Executive, full time, on site. Eleven years of experience is the expectation here, and the role exists because the support queue has grown past what a rotation of associate-level executives can manage without a lead coordinating escalations and setting priority.
The core of the job is responding to technical support requests, troubleshooting hardware and software issues directly, and escalating whatever can't be resolved at the first level to the right specialist team, with a lead's added responsibility of making sure nothing sits in the queue too long and that recurring issues get flagged to engineering rather than solved the same manual way every single time they recur.
Required skills are strong troubleshooting ability, comfort with ticketing systems, genuine patience with users who are frustrated and not always precise about describing their problem, and clear customer communication under pressure. A bachelor's degree in information technology or a related field is expected, though a diploma is also considered, along with an ITIL Foundation certification and familiarity with ticketing and remote-support tools.
The lead title here comes with real coordination responsibility: reviewing ticket queues across the team each morning, redistributing load when one executive is buried, and being the point of contact when a VIP user's issue needs to jump the queue. That last part requires judgment about when jumping the queue is genuinely warranted versus when it's just someone being loud about a minor issue.
Naukri Mitra has listed several IT support roles from this employer's Indore office, and past hires in lead positions describe the biggest shift from associate-level work as spending real time on process improvement rather than only ticket resolution; a lead who only clears their own queue without reducing the team's overall recurring ticket volume tends to underperform expectations here even if their individual numbers look fine.
Interviews include a scenario-based round working through a difficult user interaction and a technical troubleshooting exercise. Candidates who describe de-escalating a genuinely frustrated user, with a specific example, tend to interview better than those who only describe technical fixes without addressing the human side of the interaction.
Career progression from this seat tends to follow a fairly clear path: strong performers in a Lead IT Help Desk Executive role typically move up one level within eighteen months to two years, taking on broader ownership of troubleshooting work rather than a fixed set of tickets. The team has said this progression isn't automatic and depends on genuinely stepping up during that window, not just accumulating tenure.
A ticket that seems trivial can occasionally be masking a bigger underlying issue affecting more people than the one person who happened to report it first, and this lead role involves watching for that pattern across the full queue, not just resolving whatever's been assigned to a given executive that day.
The lead reviews a sample of closed tickets each week specifically looking for resolutions that were technically correct but left the user's actual underlying frustration unaddressed, a distinction the team considers important enough to track separately from simple resolution time metrics.
The support team holds a monthly session reviewing tickets that took unusually long to resolve, looking specifically for process bottlenecks rather than individual performance issues, a distinction the lead is careful to maintain so the review stays genuinely useful rather than becoming something people dread.
This role is based at Vijay Nagar, Indore, pin code 452010, five days a week on site. Pay runs up to ₹86,500 a month. The team hopes to bring someone on board within five weeks.