XTN-9EA9462 | 2ND LINE TECHNICAL TEAM LEADER

This is a full-time role based in the Philippines.

You will be working directly with our clients on the latest technologies including Microsoft 365, Azure, Intune, Windows, macOS, desktop, server management tools & networking products.

The main responsibilities of a 2nd Line Technical Team Leader include:

• Oversee proactive and reactive requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach, and mentor 2nd line Service Desk Engineers. Build training material for support staff.
• Provide timed reporting of data, KPI’s and trends to Service Desk Manager. Work to make Service Desk the single point of contact and service delivery channel for all services.
• Monitor and manage incident and service request queues (participating in escalated calls as needed). 
• Oversee Knowledge Base repository and ensure top quality solutions are available to staff.
• Advise management on situations that may require additional client support or escalation. 
• Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
• Ensuring all tickets within the team are analysed for urgency and impact and then prioritised and allocated accordingly and in line with agreed service levels.
• Performance management of a team, including regular ticket reviews at both team and individual level, highlighting areas for improved achievement.
• Maintaining current technical knowledge, allocating time to understand and learn the technologies Chalkline provides and supports to more detail, to allow better understanding of new tickets to ensure they are prioritised using the best possible technical understanding of the customers’ problem.
• Providing hands on technical support experience for technical fixes by achieving personal KPIs.
• Be a role model for the team (leading by example).