Service Desk Team Lead

Job Title: Lead Service Desk Analys

Position Objectives/Scope

Are you a passionate, solutions-driven service professional who prioritizes client satisfaction in everything you do? If so, AmplifAI Solutions may have the ideal opportunity for you! In this role, you will provide dedicated support to our global client base, ensuring prompt, effective, and personable issue resolution. Your responsibilities will include conducting in-depth research and analysis of discrepancies while collaborating with internal teams to drive solutions.

Responsibilities

Duties of this position include but are not limited to:

• Provide first-line technical support to clients and internal teams by troubleshooting and resolving application and system-related issues ensuring the client derives maximum value from AmplifAI Solutions to support long-term client retention.
• Analyze and resolve SQL database-related queries using basic SQL queries for troubleshooting data discrepancies.
• Generate incident tickets and maintain updates on open cases.
• Monitor and communicate the status, issues, timelines, and root causes of reported concerns to the client.
• Conduct screenshare sessions with users to gather details and reproduce reported issues.
• Promptly assess and escalate critical support issues to the relevant internal teams.
• Assist customers with basic software inquiries and routine requests.
• Document and maintain an up-to-date Knowledge Base with troubleshooting steps, FAQs, and known issues.
• Monitor and manage SLAs, ensuring timely resolution of support requests.
• Identify major client issues and follow proper escalation procedures.
• Participate in Daily Operations meeting.

Technical Skills

• Proficiency in Excel, including data joining techniques (VLOOKUP, XLOOKUP, INDEX-MATCH), pivot tables, and advanced formulas.
• Fundamental knowledge of SQL for querying databases.
• Experience in Call Center or Workforce Management reporting.
• Familiarity with incident management or ticketing systems such as FreshDesk, ServiceNow, Zendesk, JIRA, HubSpot, or similar platforms.

Required Qualifications

• Must possess advanced English proficiency.
• Prior experience in managing customer support within a SaaS company
• 2+ years of experience in a team leadership role, including personnel management.
• 8+ years of hands-on technical support for customer applications, with a track record of high performance and recognition.
• Ability to work in and lead a team within an office environment.
• Capability to establish processes and tracking mechanisms to monitor assignments and team productivity.
• Managerial experience overseeing both exempt and non-exempt employees.
• Experience in recruitment, training, employee development, performance evaluations, disciplinary actions, and terminations
• Preferably Engineering Graduates

Desired Qualifications

• ITIL certification or knowledge of ITSM frameworks.
• Ability to meet deadlines in a fast-paced, client-impacting environment.
• Highly organized with strong prioritization skills and the ability to work under pressure on multiple initiatives simultaneously.
• Excellent interpersonal and situational leadership skills to coach and develop team members.
• Strong communication skills, with the ability to tailor messages to different audiences effectively.

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