Team leader monitors and supervises the team to achieve the goal of providing exceptional service to our clients.
Responsibilities : 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
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.
Any Educational Degree
Knowledge on ITIL Framework
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
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.