Technical Team Lead
hace 4 días
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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