Technical Support Team Lead

1 day ago


Cebu City, Central Visayas, Philippines Eteam Workforce Private Corporation Full time

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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