We are seeking a Service Desk Team Lead - US Voice with 6+ years of experience in technical/non-technical support or IT support, with at least 2 years in a leadership or supervisory role.
Responsibilities:
- Lead, mentor and guide the Voice Support Technical team members to achieve service excellence.
- Handle complex technical issues and escalations, ensuring timely resolution.
- Provide technical guidance and support for Windows OS, Microsoft Office 365, Active Directory, VPN, hardware, software, and network-related issues.
- Monitoring SLA, CSAT, AHT and other service desk KPIs.
- Root Cause Analysis (RCA) and Problem Management.
- Manage team schedules to ensure 24/7 coverage and address peak workloads.
- Identify training needs for team members and facilitate professional development.
- Promote knowledge sharing and continuous learning within the team.
- Training of new members of the team
- Ensure that team members adhere to IT security policies and practices.
- Develop and manage an on-call rotation system to provide continuous support, ensuring team members are available as needed.
Desired Candidate Profile:
- Any Graduate
- willing to work in US shift
- Experience resolving escalated customer issues
- Excellent leadership and team management skills.
- Solid communication skills, both verbal and written.
- Ability to handle high-pressure situations and make decisions quickly.
- Experience with ITSM tools.