Technical Team Lead
hace 5 días
About the Role
Tasq Staffing Solutions is seeking a seasoned Technical Team Lead to manage our service desk operations. As a key member of our team, you will oversee day-to-day delivery and performance, motivating, mentoring, coaching, and grooming your team for success.
Key Responsibilities:
- Manage teams, including resource planning, career development, performance management, and attrition management.
- Coach and develop team members, addressing knowledge gaps and skill issues.
- Handle user/customer escalations and formulate actions to resolve concerns and maintain ownership until resolution.
- Formulate and execute internal and external governance strategies.
- Collaborate with operations managers to secure necessary resources, such as training and support, for team requirements.
- Conduct quality assessments of agent performance and identify trends for improvement.
- Evaluate team members' knowledge and training needs to ensure they meet targets.
- Familiarize the team with process updates and changes, individual and team targets.
Requirements:
- 2-3 years of experience in a service desk role.
- 1 year minimum experience as a team leader.
- Amenability to work in shifting schedules.
- Ability to start ASAP.
- General knowledge and skills:
- Customer care operations.
- Team management.
- Coaching, mentoring, and motivating.
- Excellent verbal and written communication skills.
- Strong decision-making and analytical ability.
Technical Skills:
- Minimum 2-3 years of experience working in a service desk or technical support process.
- Advanced knowledge of T/S OS (Windows XP-10), browsers, MS Office suite.
- Advance knowledge of T/S Small Forms (iOS, Android, Windows).
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions.
- Intermediate networking knowledge.
- Familiarity with RDC (Remote Desktop Connection).
Education and Other Requirements:
- Minimum experience of 2-3 years with relevant experience in service desk engineering.
- Graduate with B.Sc. Computer Science or any technical degree/diploma required.
- ITIL trained/certification preferred.
- A minimum of 1 year in the role of a Team lead.
Estimated Salary: $80,000-$110,000 per annum, depending on location and experience.
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