BPO/SERVICE DESK TECHNICAL TEAM LEADER ALABANG (DAY 1 HMO WITH 2 FREE DEPENDENTS)
Are you ready to make an impact Join as a TECHNICAL TEAM LEADERand jumpstart your career!
Summary/Description
- 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.
Key Qualifications:
- Amenable to work in shifting schedules.
- Amenable to work ONSITE (ALABANG).
- Able to start ASAP
General knowledge & skills:
- Knowledge of Customer care operations
- Experience in managing teams
- Able to coach, mentor, motivate and interact with people
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)
Education and other requirements
- Minimum experience of 2-3 years with relevant experience in service desk
- Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
- ITIL trained/ certification preferred
- A minimum of 1 year in the role of a Team lead.
- Willingness to work in rotational shifts
Job Responsibilities
- 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
- Work with the operations managers to obtain necessary resources like training and support for the team's requirements
- Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams
- Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets
- Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Benefits:
- HMO for Employee and 2 Dependents (On Day 1)
- Quarterly performance bonus
- Outstanding career development opportunities
- 24 Leaves Annually
