EYMP Support Supervising Associate - EY Global Delivery Services
EY
Buenos Aires, CABA, AR
hace 4 días

Team leader monitors and supervises the team to achieve the goal of providing exceptional service to our clients.

Responsibilities : Helpdesk management

Helpdesk management

  • Deep understanding of applications supported by the helpdesk
  • Good understanding of ITIL framework
  • Allocate helpdesk tasks and set deadlines
  • Oversee day-to-day operation
  • Monitor team performance and report on metrics
  • Identify training needs and provide coaching
  • Developing and implementing a timeline to achieve targets.
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
  • Ability to handle escalations
  • Stakeholder management
  • Outage management
  • People management :

  • Create an inspiring team environment with an open communication culture
  • Motivate team members
  • Listen to team members’ feedback and resolve any issues or conflicts
  • Recognize high performance and reward accomplishments
  • Encourage creativity and risk-taking
  • Suggest and organize team building activities
  • Motivating the team to achieve organizational goals.
  • Conducting quarterly performance reviews.
  • Qualification :

  • Any Educational Degree
  • Knowledge on ITIL Framework
  • Skills :

  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Good MS Excel skills
  • Excellent communication and leadership skills
  • Organizational and time-management skills
  • Decision-making skills
  • Minimum of 5 years of experience.
  • Excellent communication skills.
  • Confidence and skilful negotiating skills.
  • Mandatory Requirement :

    Ability to be flexible to work on different schedules based on business requirements.

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