Team Lead Service DESK(windows) Salary upto 9lks hyderbad location

Technical support Team leader

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 of Microsoft windows queries.• 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

Technical skills

• Min.5 yrs. experience in working in Service Desk/ Microsoft windows Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions

Job duties and responsibilities

• 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 teams 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

Education and other requirement

• Minimum experience of 2-3 years with relevant experience in windows• Any Graduate• A minimum of 1- 1.5 year in the role of a Team lead.• Willingness to work in rotational shifts

Ability to work in a fast-paced environment.

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