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Technical Team Lead

hace 1 mes

Buenos Aires, Argentina TASQ Staffing Solutions A tiempo completo

Summary/Description

  • 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.

Key Qualifications:

  • 2 to 3 years experience in service desk role
  • 1 year minimum experience as a team leader
  • Amenable to work in shifting schedules.
  • Amenable to work ONSITE (BGC TAGUIG).
  • Able to start ASAP

General knowledge & skills:

  • Knowledge of Customer care operations
  • 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. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
  • Advance 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 knowledge of Network collaborations & VPN T/S
  • 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/ 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

Job 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
  • 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
  • Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects