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Service Desk Team Lead

2 months ago

Pasay, National Capital Region, Philippines eTeam PH Full time
Job Title: Service Desk Team Lead

As a Service Desk Team Lead, you will be responsible for leading a team of skilled IT Analysts in providing world-class customer service. Your primary goal will be to ensure that your team delivers exceptional service to our customers, meets department goals, and maintains a high level of quality and efficiency.

Key Responsibilities:
  • Lead a team of 20-30 IT Analysts and coach them to provide excellent customer service.
  • Oversee the day-to-day operation of your assigned team and ensure that department goals are met.
  • Adjust schedules as needed to meet Service Level Agreements.
  • Drive a culture of continuous improvement and personal excellence.
  • Communicate key messages effectively to ensure that direct reports are well-informed about issues that may impact them or their clients.
  • Praise and share feedback with direct reports regarding their performance.
  • Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  • Interview candidates for new positions.
  • Ensure personnel issues are dealt with in a timely manner.
  • Take escalated issues from customers.
Requirements:
  • 2-3 years of working experience in a Technical Help Desk Environment in a Supervisor support role to a large customer base.
  • 1-2 years' work experience in a customer services environment in a Supervisor support role or having 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.
  • Ability to work in a fast-paced environment and maintain focus on key priorities.
  • Strong understanding of the call center environment and the key levers to enhance performance.
  • Must be able to work independently and a flexible schedule to accommodate DR situations during off-hours.
  • Strong interpersonal and leadership skills.
  • Disaster Recovery (DR) experience is a plus.