Technical Team Lead
hace 4 días
We are seeking an experienced Technical Team Lead to manage a team of technical executives in our service desk operations. The successful candidate will be responsible for supervising the day-to-day delivery and performance of the team, motivating, mentoring, coaching, and grooming team members. They will also ensure process compliance, meet client and internal commitments, and own all customer escalations and complaints.
Key Responsibilities- Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
- Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
- Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
- Regularly formulate and execute internal and external governance
- Effectively handle client escalations and formulate actions to resolve any concerns
- Work with the operations managers to obtain necessary resources like training and support for the teams requirements
- Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
- Minimum experience of 2-3 years with relevant experience in service desk
- Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required
- ITIL trained/ certification preferred
- A minimum of 1 year in the role of a Team lead
- Willingness to work in rotational shifts
The ideal candidate should have strong decision-making and analytical ability, excellent verbal and written communications, patience, passion for problem-solving, and ability to use knowledge bases and tools. Familiarity with Remote Desktop Connection (RDC) is also a plus.
Compensation and BenefitsWe offer a competitive salary range of PHP 120,000 - 180,000 per month, depending on experience. Additional benefits include medical insurance, paid time-off, and opportunities for professional growth and development.
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