Team Lead - Helpdesk

Job descriptionLeadership 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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