Language English, German, Portuguese, Dutch and French
Role 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 Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

• Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.

• Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
• Advance knowledge of T/S Small Forms (iOS, Android, Windows)
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Intermediate Networking knowledge
• Familiarity with RDC (Remote Desktop Connection

• 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 team's 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
• Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

• Minimum experience of 2-3 years with relevant experience in service desk
• Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
• ITIL trained/ certification preferred
• A minimum of 1 year in the role of a Team lead.
• Willingness to work in rotational shifts