IT Team Lead
4 days ago
Eteam Workforce Private Corporation seeks a highly skilled Technical Service Desk Manager to lead a team of IT Analysts and provide world-class customer service.
Responsibilities:
• Lead a team of 20-30 skilled IT Analysts, coaching and developing them to deliver exceptional customer service.
• Oversee the day-to-day operation of the assigned team, ensuring department goals are met, including service level, quality, and staffing adjustments as needed.
• Continuously verify accuracy of results and drive a culture of continuous improvement and personal excellence.
• Communicate key messages effectively to direct reports, keeping them informed about issues that may impact their work or clients.
• Praise and share feedback with direct reports on their performance, suggesting improvements when necessary.
• Develop and audit quality assurance strategies for delivering world-class service.
• Interview candidates for new positions and ensure timely resolution of personnel issues, including disciplinary actions if needed.
• Handle escalated customer issues and apply knowledge of information systems products and services to assist users.
Requirements:
• 2-3 years of experience in a Technical Help Desk Environment in a supervisory role serving a large customer base.
• 1-2 years' work experience in a customer services environment in a supervisory role or equivalent skills experience.
• Experience supporting PC, Macintosh, iPhone, Printers, MS-Outlook, Windows 7,10 OS, and MS-Office 2013 and 2016 (Office 365).
• Outcome-oriented with a commitment to achieving personal, client, and company goals.
• Ability to work in a fast-paced environment, maintaining focus on key priorities.
• Strong understanding of the call center environment and key levers to enhance performance.
• Must be able to work independently and adapt to flexible schedules during off-hours.
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