Job Description

Remaining Positions:

1

Details:

Typically manages small or tier I service desk teams
Coaching, counseling, providing feedback, handling disciplinary issues and providing positive recognition
Ensuring each Technician meets his or her required goals including intraday schedule adherence, attendance, call center metrics, policy/handbook adherence, conduct and performance
Writing employee performance evaluations, delivering annual merit reviews, updating employee journals daily and performing other administrative tasks as assigned
Performing root cause analysis and identifying opportunities for helpdesk efficiencies
Working with the Recruiting Department in hiring qualified candidates
Creating a cohesive team environment through consistent management
Quality monitoring
May provide workforce management
Special project work may be assigned as needed

Job Requirements

Details:

Bachelor's degree or equivalent required
2+ years of team lead/supervisory experience in a Service Desk environment
Must have an experience in coaching, training, mentoring interviewing and hiring
In-depth understanding of IT or BPO industry dynamics
Critical thinking and problem solving skills
Excellent attention to detail and organization skills
Superior verbal, written, facility and presentation skills
ITIL Foundations experience a plus (for ITO Service Delivery)
Shift flexibility and schedule adherence are required for the position.

Pay Range:

Based on Experience

Team Leader I (Acosta)