Technical Lead for Global IT Systems Support

5 days ago

Navi Mumbai, Maharashtra, India TaskUs Full time

**About TaskUs:**

We are a leading provider of outsourced digital services and next-generation customer experience to fast-growing technology companies.

Innovative companies partner with us to represent, protect, and grow their brands. Leveraging cloud-based infrastructure, we serve clients in high-growth sectors like social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

Our People First culture has enabled us to expand our workforce to approximately 45,000 employees globally. We operate in twenty-three locations across twelve countries, including the Philippines, India, and the United States.

We started with a single idea – to create a different breed of Business Processing Outsourcing (BPO). At TaskUs, we understand that achieving growth for our partners requires a culture of constant motion, embracing new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:

We prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs.

As a Technical Lead for Global IT Systems Support, you will play a vital role in ensuring the seamless operation of our clients' IT systems by handling your team, resolving technical issues, and delivering exceptional customer service to a global user base.

Key Responsibilities:

  • Manage a team of Remote Technical Support Engineers, overseeing day-to-day planning and operations.
  • Ensure each team member delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).
  • Organize and lead your team, making sure everyone adheres to their schedules.
  • Conduct team huddles, coaching sessions, and recognize weaknesses to offer solutions for improvement and growth.
  • Provide remote technical support to international clients via phone, email, chat, and remote desktop tools.
  • Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and peripherals.
  • Install, configure, and maintain operating systems, software applications, and security patches.
  • Set up and configure VPN connections for secure remote access.
  • Implement and support multi-factor authentication (MFA) solutions, including Yubikey.
  • Collaborate effectively with cross-functional teams across different time zones to escalate and resolve complex technical issues.
  • Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing systems.
  • Provide training and guidance to international end-users on IT best practices and procedures.
  • Stay updated on emerging technologies and industry trends to continuously improve service delivery and enhance client satisfaction.

Requirements:

  • Minimum of 2 years of experience as a Team Leader in Remote Desktop Support, preferably with international clients.
  • Proficiency in using remote support tools and technologies.
  • Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
  • Experience with MFA solutions, such as Yubikey, and VPN technologies.
  • Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
  • Ability to work independently and collaborate effectively in a remote team environment.
  • Experience using collaboration tools like Slack for communication and Jira for ticket management.

Estimated Salary: $80,000 - $120,000 per year

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+).
  • Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux.

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