Help Desk Team Lead

  • Pune
  • Sakon

Job Summary:


We are seeking a proactive and experienced Team Leader for our Helpdesk team to oversee and enhance the daily operations of our Mobility Support. The ideal candidate will possess a strong technical background, exceptional leadership skills, and a passion for delivering outstanding customer service. As a Team Leader, you will guide a team of Helpdesk professionals, ensuring they provide effective and efficient support to our internal and external customers.


Key Responsibilities:


Leadership and Supervision:

  • Lead, mentor, and motivate the Helpdesk team to achieve high performance and maintain a positive work environment.
  • Conduct regular one-on-one meetings, performance reviews, and team meetings to address issues and provide feedback.
  • Assist in the recruitment, training, and onboarding of new Helpdesk staff.


Operational Oversight:

  • Monitor daily Helpdesk operations, including ticket resolution times, service levels, and customer satisfaction metrics.
  • Ensure that support requests are logged, prioritized, and resolved in a timely and effective manner. Implement and enforce HelpDesk procedures and best practices to improve efficiency and service quality.


Customer Support:

  • Handle escalated support requests and complex issues that require advanced technical knowledge or exceptional customer service skills.
  • Attending client meetings and sharing insights to improve overall performance


Process Improvement:

  • Analyze HelpDesk performance data to identify trends, areas for improvement, and opportunities for process optimization
  • Develop and implement strategies to enhance HelpDesk operations, including the creation of knowledge base articles and self-help resources.


Technical Support:

  • Maintain up-to-date knowledge of company systems, software, and Mobile devices to provide accurate and timely support.
  • Troubleshoot and resolve technical issues related to Mobile Device, software, network connectivity, and ticketing systems

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