The Service Desk Team Lead is responsible for maintaining Team KPIs, team ticket flow and completion, maintaining personal KPIs, and team client satisfaction.
What’s in it for you?
-Health Insurance (HMO)
-Competitive Salary
-Expanded maternity leave up to 120 days
-Allowances
-Paid Time offs (Vacation Leaves Are Convertible to cash if unused)
-Companywide events
-Fun & Relaxed environment
Job Details:
Service Desk Team Lead
Work from home
Shifting Schedule (possibly working day, mid, night shift as well has holidays and weekend) | The Team is covering a 24/7 Schedule
Training Schedule: Monday to Friday | 9 PM to 6 AM (About 2 weeks)
Minimum Internet Speed Required: 25 MBPS
Travel to the US might be a possibility
Responsibilities:
•Serve as the first point of contact for Tier 1 and 2 Engineers
•Coordination of Ticket Escalation
•Maintain Team KPIs
•Maintain Team Client Satisfaction
•Direct report to Service Desk Managers
•Team training and growth
•New Engineer training and coaching
•Determine the best solution based upon the issue and details provided by customers
•Walk the customer through the problem-solving process
•Escalate unresolved issues to the next level of support when needed
•Provide accurate information on IT products or services
•Record events and problems and their resolution in ticketing system
•Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
•Represent Visual Edge Technology professionally to all interested parties including customers, prospects, and outside vendor partners
•Adherence and commitment to Visual Edge Technology Core Values
•Process oriented, with great attention to detail
•No direct reports. Not responsible for management tasks (hiring, discipline, salary, PTO/Time Off requests, etc)
•Maintain personal training and growth
•Other duties assigned
Qualifications:
•At least 6 years’ experience working in a technology solutions environment
•At least 2 years’ experience Leading and Managing a team of 7 – 10 HC
•Excellent English written and verbal communication skills
•Experience with Windows Desktop Operating Systems (Windows 7-10)
•Experience with Microsoft Office Applications (Word, Excel, etc.)
•Experience using a ticketing and time management system
•Knowledgeable of office automation products, databases and remote control
•Good understanding of computer systems, mobile devices, and other technical products
•Strong decision-making and problem-solving abilities
•Strong interpersonal and relationship building skills
•Strong passion for customer service
•Exceptional organizational skills and the ability to handle multiple tasks concurrently.
•Able to drive vehicle from site to site to provide technical support for our customers.
•Ability to learn quickly in a fast-paced environment
