Technical support Team leader

3 days ago

Gachibowli Hyderabad Telangana, India Oak Leaf HR LLP Full time ₹ 7,20,000 - ₹ 9,00,000 per year

JOB DISCREPTION - Technical support Team leader

Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.

The role will also require the individual to motivate, mentor, coach and groom the team.

Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.

General knowledge & skills:

· Knowledge of Microsoft windows queries.

· Experience in managing teams

· Able to coach, mentor, motivate and interact with people

· Excellent verbal and written communications

· Strong decision making and analytical ability

· Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Technical skills

· Min.5 yrs. experience in working in Service Desk/ Microsoft windows Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite

· Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions

· 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 team's requirements

· Conduct quality assessment of agents' performance and formulate trends for performance improvement of agents & teams

Ensure that the team members have the necessary knowledge and

· training to effectively deliver on their targets

· Familiarize the team with the latest process update and changes, team and individual targets

· Minimum experience of 2-3 years with relevant experience in windows

· Any Graduate

· A minimum of year in the role of a Team lead.

· Willingness to work in rotational shifts.

Cont

Loc - HYD.

Job Types: Full-time, Permanent

Pay: Up to ₹900,000.00 per year

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person

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