Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
The role will also require the individual to motivate, mentor, coach and groom the team.
Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints.
Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.
General Knowledge & Skills
Knowledge of Customer care operations
Experience in managing teams
Able to coach, mentor, motivate and interact with people
Excellent verbal and written communications
Strong decision making and analytical ability
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Technical Skills
Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Advance knowledge of T/S Small Forms (iOS, Android, Windows)
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Intermediate Networking knowledge
Familiarity with RDC (Remote Desktop Connection
Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc.
Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues
Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution
Regularly formulate and execute internal and external governance
Effectively handle client escalations and formulate actions to resolve any concerns
Work with the operations managers to obtain necessary resources like training and support for the team’s requirements
Conduct quality as
📌 Technical Team Lead (Ciudad de México)
🏢 Infosys
📍 Ciudad de México
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