Senior Team Lead Support

Responsibilities

• Serve as first escalation point of Service Desk team members for cases like unique or new support requirements, delayed response or resolution from other support teams, attending to dissatisfied customers and other scenarios that calls for escalation

• Ensure that the Service Desk team is following correct procedures

• Measure the Service Desk teams performance and conformance to procedures by conducting quality control checks following the guidelines on the QA scorecard

• Coordinate with other support teams for delivery of IT support services to end-users

• Monitor workload of the Service Desk team to ensure fairly regular distribution and ensure that unfinished work is followed through completion

• Serve as backup of the Service Desk during special cases when tickets or workloads are spiking up

• Execute other tasks that Team Leader has access to but not at the Service Desk level

• Generate reports like ticket volume, trends and other pertinent data as necessary for analysis

• Conduct training for new team members

• Present overviews to other groups requiring knowledge of Service Desk methodology or process

• Review, update and revise procedure documents as necessary.

• Coordinate with other support providers either for their delivery of service or administrative matters like billing

• Participate in planning and implementation of new support scope or IT initiatives/projects when needed

Skill set and qualifications

• Strong sense of customer service, dynamic, be able to respect the clients views, and have excellent analytical skills combined with a logical mindset, especially when dealing with complex issues

• Leader mindset of turning non-performers to performers through mentoring and coaching

• Ability to professionally handle challenging colleagues or team members

• Strong interpersonal skills and have the ability to work under pressure

• Ability to learn and adapt quickly, willingness to learn diverse systems and technologies

• Ability to do multi-tasking and function as generalist than a specialist

• Good team player and should be able to function independently with minimal supervision

• Able to exercise good judgment and make decision to filter escalation to OM or COO

• Excellent English communication skills, able to express thoughts with clarity and able to interact with both users and management

• Detail oriented and well organized

• Basic understanding of server and networking technology

• Flexible to adjust work schedule when needed by the business

• Two to three years of related Service Desk Team Leader or people management experience

• Bachelors degree in STEM (Science, Technology, Engineering and Mathematics) strand

Preferable qualifications

- ITIL knowledge or certification