Technical Team Lead

hace 4 días


Madrid, Madrid, España Tasq Staffing Solutions A tiempo completo
Job Title: Technical Team Lead - Service Desk Operations Manager

About the Role:

We are seeking an experienced Technical Team Lead to manage a team of technical executives in service desk operations. The successful candidate will be responsible for supervising the day-to-day delivery and performance of the team, motivating and mentoring team members, ensuring process compliance, and meeting client and internal commitments.

Key Responsibilities:

  • Manage a team of technical executives in service desk operations
  • Supervise day-to-day delivery and performance of the team
  • Motivate and mentor team members
  • Ensure process compliance
  • Meet client and internal commitments
  • Handle user/customer escalations and formulate actions to resolve concerns
  • Formulate and execute internal and external governance
  • Conduct quality assessment of agents' performance and formulate trends for performance improvement

Requirements:

  • 2-3 years experience in service desk role
  • 1 year minimum experience as a team leader
  • Amenable to work in shifting schedules
  • Able to start ASAP
  • Knowledge of customer care operations
  • Experience in managing teams
  • Excellent verbal and written communications
  • Strong decision-making and analytical ability

Salary: $45,000 - $60,000 per annum (dependent on experience)


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