JD - Technical support Team leader
Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
General knowledge & skills:
· Knowledge of Microsoft windows queries.
· Experience in managing teams
· Able to coach, mentor, motivate and interact with people
· Excellent verbal and written communications
· Strong decision making and analytical ability
· Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Technical skills
· Min.5 yrs. experience in working in Service Desk/ Microsoft windows Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
· Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
· Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
· Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
· Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
· Regularly formulate and execute internal and external governance
· Effectively handle client escalations and formulate actions to resolve any concerns
· Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
· Conduct quality assessment of agents’ performance and formulate trends for performance improvement of agents & teams
Ensure that the team members have the necessary knowledge and
· training to effectively deliver on their targets
· Familiarize the team with the latest process update and changes, team and individual targets
· Minimum experience of 2-3 years with relevant experience in windows
· Any Graduate
· A minimum of 1- 1.5 year in the role of a Team lead.
· Willingness to work in rotational shifts.
Cont - 7848820048
Loc - HYD & BLR
Job Types: Full-time, Permanent
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
