Technical Team Lead

• 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
• General knowledge skills
• 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

Key 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 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

Technical Requirements:

• Microsoft 0365 Active directory

Additional Responsibilities:

• Minimum experience of 2 3 years with relevant experience in windows
• Any Graduate
• A minimum of 1
• 5 2 year in the role of a Team lead
• Willingness 24 7 shifts
• Exp
• to handle team size 20 22 members

Preferred Skills: