Technical Support Team Lead
1 day ago
We are seeking an experienced Technical Support Team Lead to join our Eteam Workforce Private Corporation team.
Job Description:The Technical Support Team Lead will be responsible for leading a team of skilled IT Analysts, providing world-class customer service, and ensuring the delivery of high-quality results. The ideal candidate will have a proven track record in a technical help desk environment, with experience in supervising a large customer base.
Responsibilities:
- Lead a team of 20-30 IT Analysts, coaching, developing, and motivating them to deliver exceptional customer service.
- Oversee the day-to-day operation of the team, ensuring department goals, such as service level, quality, and staffing, are met.
- Adjust schedules as needed to meet Service Level Agreements.
- Drive a culture of continuous improvement, new approaches, and personal excellence.
- Communicate key messages effectively to ensure direct reports are informed about issues impacting them or their clients.
- Praise and share feedback with direct reports regarding their performance, suggesting improvements when applicable.
- Develop and audit quality assurance strategies to ensure delivery of world-class service.
- Interview candidates for new positions.
- Address personnel issues promptly, including disciplinary actions.
- Take escalated issues from customers.
- Apply knowledge of information systems products and services to assist users.
Additional Qualifications:
- 2-3 years working experience in a technical help desk environment in a supervisor support role for a large customer base.
- 1-2 years' work experience in a customer services environment in a supervisor support role or equivalent skills experience.
- 1-2 years' experience supporting PC, Macintosh, iPhone, printers, MS-Outlook, Windows 7,10 OS, MS-Office 2013 and 2016 (Office 365).
- Outcome-oriented with a commitment to achieving personal, client, and company goals.
- Able to work in a fast-paced environment and maintain focus on key priorities.
- Strong understanding of the call center environment and key levers to enhance performance.
- Able to work independently.
- Able to work a flexible schedule to accommodate DR situations during off hours.
- Strong interpersonal skills.
- Strong leadership skills.
- Disaster Recovery (DR) experience is a plus.
- Strong customer service skills.
- Able to understand and follow oral and written instructions.
- Strong English (verbal and written) skills.
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