Description:
Hiring for Service Desk Lead who will manage and lead the technical support team.
Responsibilities:
- Manage and lead the technical support team.
- Responsible for overseeing the day-to-day operations of the technical support team,
- Providing guidance and support to team members
- Ensuring that customer inquiries and technical issues are resolved in a timely and efficient manner.
- Set performance goals and KPIs for the team
- Monitor individual and team performance and provide regular feedback
- Improve productivity and customer satisfaction
- Handle Customer Escalations
Requirements:
- 10+ years of related experience
- Bachelor's degree in a technical field or equivalent practical experience.
- ITSM Certified
- Proven experience in a technical support role, preferably in a leadership capacity.
- Strong technical background and knowledge of computer systems, software applications, and networking.
- Excellent leadership and communication skills, with the ability to motivate and inspire a team.
- Exceptional customer service skills with a focus on customer satisfaction.
- Ability to handle escalated customer issues and manage customer expectations effectively.
