Deskside Team Lead

• Lead and supervise a team of DSS engineers to ensure smooth daily operations.

• Support the Operations Lead, Service Delivery Lead, and Service Delivery Manager in managing day-to-day activities, including tracking and achieving team KPIs.
• Monitor and manage field service tasks to ensure timely job completion and closure.
• Take full ownership of team leadership responsibilities, including process and workflow development, service operations oversight, and field resource management.
• Drive team performance to meet contractual service level targets and implement recovery or improvement plans when necessary.
• Ensure high service quality standards are maintained, fostering both customer satisfaction and strong team morale.
• Manage team RACI, defining clear roles and responsibilities, balancing workloads, and creating a structured training roadmap.
• Track and evaluate internal team performance against established targets, ensuring service quality.
• Conduct regular operational reviews with team members to identify issues, implement resolutions, and improve service efficiency.
• Provide guidance and support to field staff, particularly in handling escalations.
• Handle assigned client or internal escalations professionally and efficiently.
• Develop a strong understanding of customer needs, maintaining positive and productive client relationships.
• Attend and actively contribute to management and customer meetings when required.

Requirements:

• Minimum of 4 years of hands-on DSS experience.

• Proven leadership capabilities.

• Solid technical knowledge and troubleshooting skills.