Technical Team Lead

hace 5 días


Madrid, Madrid, España Tasq Staffing Solutions A tiempo completo

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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