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 (India)
🏢 Manning Consulting
📍 India