Service Desk Lead

We are seeking a highly skilled and experienced Technical Support Team Leader to manage and lead our technical support team. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for delivering exceptional customer service. The Technical Support Team Leader will be responsible for overseeing the day-to-day operations of the technical support team, providing guidance and support to team members, and ensuring that customer inquiries and technical issues are resolved in a timely and efficient manner.

Responsibilities:

• Manage and lead a team of technical support representatives, providing guidance, coaching, and mentoring to ensure team members meet performance objectives.
• Set performance goals and KPIs for the team, monitor individual and team performance, and provide regular feedback to improve productivity and customer satisfaction.
• Handle escalated customer issues and complex technical problems, ensuring timely and effective resolution.
• Coordinate and prioritize team activities to ensure the efficient handling of customer inquiries and technical issues.
• Conduct regular team meetings to communicate important updates, share best practices, and address any challenges or concerns.
• Develop and maintain effective training programs to enhance the technical skills and knowledge of team members.
• Collaborate with other departments, such as product development and quality assurance, to provide feedback on customer issues, identify trends, and contribute to the improvement of products and services.
• Stay updated on industry trends and emerging technologies to provide expert technical support and advice to team members and customers.
• Maintain accurate records of customer interactions, technical issues, and resolutions in a ticketing or CRM system.
• Prepare and analyze reports on team performance, customer satisfaction, and key metrics to identify areas for improvement and implement strategies to enhance team efficiency and customer experience.

Requirements:

• 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.
• Demonstrated problem-solving and decision-making abilities in a fast-paced environment.
• Exceptional customer service skills with a focus on customer satisfaction.
• Ability to handle escalated customer issues and manage customer expectations effectively.
• Proficient in using ticketing or CRM systems to manage customer interactions and technical issues.
• Experience in developing and delivering technical training programs.
• Strong organizational and time management skills to prioritize and manage multiple tasks effectively.
• Flexibility to work in shifts and provide on-call support as needed