Hiring For Team Lead
6 days ago
Leadership and Supervision
- Lead, mentor, and motivate the Helpdesk team to achieve high performance and maintain a positive work environment.
- Conduct regular one-on-one meetings, performance reviews, and team meetings to address issues and provide feedback.
- Assist in the recruitment, training, and onboarding of new Helpdesk staff.
Operational Oversight & Customer support
- Monitor daily Helpdesk operations, including ticket resolution times, service levels, and customer satisfaction metrics.
- Ensure that support requests are logged, prioritized, and resolved in a timely and effective manner. o Implement and enforce HelpDesk procedures and best practices to improve efficiency and service quality.
- Handle escalated support requests and complex issues that require advanced technical knowledge or exceptional customer service skills. o Attending client meetings and sharing insights to improve overall performance
- Process Improvement: o Analyze HelpDesk performance data to identify trends, areas for improvement, and opportunities for process optimization o Develop and implement strategies to enhance HelpDesk operations, including the creation of knowledge base articles and self-help resources.
Technical Support
- Maintain up-to-date knowledge of company systems, software, and Mobile devices to provide accurate and timely support.
- Troubleshoot and resolve technical issues related to Mobile Device, software, network connectivity, and ticketing systems.
Qualifications
- Bachelors degree or a related field (or equivalent work experience).
- Proven experience in a HelpDesk or technical support role, with at least 2-4 years in a supervisory or team lead position.
- Strong technical knowledge, with experience in troubleshooting and problem-solving.
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment.
- Proficiency with HelpDesk ticketing systems .
Working Conditions
- Full-time position, with 24/7 shift
- Occasional after-hours support or on-call duties may be required
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