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Technical Team Lead Specialist
2 weeks ago
At Tier1usa, we believe that diversity enriches our organization, enhances creativity, and drives innovation. We are dedicated to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.
Duties & Responsibilities- Team Management: Lead, manage, and motivate a team of Helpdesk Analysts to deliver high-quality support.
- Performance Monitoring: Monitor team performance, identify areas of improvement, and implement necessary changes to enhance productivity and service quality.
- Reporting: Provide regular reports on team performance, ticket resolution metrics, and areas of improvement.
- Training & Development: Conduct regular training for team members to ensure they are well-versed in all relevant tools and processes.
- Stakeholder Communication: Act as the primary point of contact for all departments regarding helpdesk support, ensuring clear and effective communication.
- Ticket Management: Oversee the handling of tickets, ensuring efficient resolution and compliance with SLAs.
