Team Lead - Helpdesk

Job description Leadership and Supervision Lead, mentor, and motivate the Helpdesk team to achieve high performance and maintain a positive work environment. Conduct regular one-on-one meetings, performance reviews, and team meetings to address issues and provide feedback. Assist in the recruitment, training, and onboarding of new Helpdesk staff. Operational Oversight & Customer support Monitor daily Helpdesk operations, including ticket resolution times, service levels, and customer satisfaction metrics. Ensure that support requests are logged, prioritized, and resolved in a timely and effective manner. o Implement and enforce HelpDesk procedures and best practices to improve efficiency and service quality. Handle escalated support requests and complex issues that require advanced technical knowledge or exceptional customer service skills. o Attending client meetings and sharing insights to improve overall performance Process Improvement: o Analyze HelpDesk performance data to identify trends, areas for improvement, and opportunities for process optimization o Develop and implement strategies to enhance HelpDesk operations, including the creation of knowledge base articles and self-help resources. Technical Support Maintain up-to-date knowledge of company systems, software, and Mobile devices to provide accurate and timely support. Troubleshoot and resolve technical issues related to Mobile Device, software, network connectivity, and ticketing systems. Qualifications Bachelors degree or a related field (or equivalent work experience). Proven experience in a HelpDesk or technical support role, with at least 2-4 years in a supervisory or team lead position. Strong technical knowledge, with experience in troubleshooting and problem-solving. Excellent leadership, communication, and interpersonal skills. Demonstrated ability to manage multiple tasks and priorities in a fast-paced environment. Proficiency with HelpDesk ticketing systems . Working Conditions Full-time position, with 24/7 shift Occasional after-hours support or on-call duties may be required

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