Designation

Technical Team Leader

Position Summary
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.

Required skill set

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
- Robust 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 IT Service Desk/ Microsoft windows Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
- Must have 2 Years of Team Leading experience on papers

Job duties and responsibilities

- 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 teams 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

Education and other requirement

- Minimum experience of 5 years with relevant experience in windows
- Any Graduate
- A minimum of 2 years in the role of a Team lead.
- Willingness to work in rotational shifts

📌 Team Lead- IT Service Desk (Hyderabad)
🏢 Manning Consulting
📍 Hyderabad