Application Support Team Leader

3 - 5 years

3 - 6 Lacs

Posted:1 month ago| Platform: Foundit logo

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Skills Required

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities

  • Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
  • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the companys needs. Training.
  • Ensure continual upskilling in Customer Support through evaluation, development and training plans for staff Day to day management, ensuring that staffing and skill levels are maintained throughout operational hours.
  • Managing your team to deliver customers needs and to continually improve your team s efficiency and effectiveness.
  • In addition, ensure that you build a positive team culture with strong positive engagement Problem management and Root Cause Analysis (RCA) with the aim of implementing recommendations.
  • Manage the teams incidents via FreshService
  • Provide an escalation point to the wider IT Team Ensure that customers are receiving timely updates to their tickets
  • Manage their own case queue in line with Service Desk procedures

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