Mphasis
Website:
mphasis.com
Job details:
Job Summary:
We are seeking a dedicated and experienced Team Lead for our Technical Support / Helpdesk team. The ideal candidate will possess strong Service Desk and Support knowledge, along with proven team management skills. This role is crucial in ensuring that our support team delivers exceptional service to our clients while fostering a collaborative and efficient work environment.
Responsibilities:
- Lead and manage the Technical Support / Helpdesk team, ensuring high-quality service delivery.
- Oversee daily operations of the service desk, including ticket management, escalation processes, and resolution tracking.
- Develop and implement support processes and procedures to enhance team efficiency and customer satisfaction.
- Monitor team performance metrics and provide regular feedback to team members to promote continuous improvement.
- Act as the primary point of contact for escalated technical issues, ensuring timely resolution and communication with stakeholders.
- Conduct regular team meetings to discuss performance, share updates, and address any challenges faced by the team.
- Provide training and mentorship to team members, fostering a culture of knowledge sharing and professional growth.
- Collaborate with other departments to ensure seamless integration of support services and alignment with organizational goals.
- Stay updated on industry trends and best practices in technical support and service desk management.
Mandatory Skills:
- Strong knowledge of Service Desk and Support operations.
- Proven experience in team management and leadership.
- Excellent problem-solving and analytical skills.
- Exceptional communication and interpersonal skills.
- Ability to work under pressure and manage multiple priorities effectively.
- Familiarity with ITIL framework and best practices in service management.
Preferred Skills:
- Experience with ticketing systems and support tools.
- Knowledge of IT infrastructure and common technical issues.
- Ability to develop training materials and conduct training sessions.
- Experience in performance management and team development.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant certifications in IT service management (e.g., ITIL, HDI) are a plus.
- Demonstrated ability to lead and motivate a team in a fast-paced environment.
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