IT Team Leader

**Who are we looking for?**
- Expert in analytical skills
- Effective Business Communication
- Coaching skills
- Operations Management
- SLA Management
- MS Office
- Operational knowledge of contact center platform and ITSM tool
- Performance Management skills
- Conflict management skills
- Capacity management
- Presentation skills
- Training need identification

**Technical Skills**:

- Client Technical Service Awareness - Intermediate
- Technical Troubleshooting - Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers, etc - Advanced
- Technical Troubleshooting - Account Management/password reset - Advanced
- Technical Troubleshooting - OS - Advanced
- Technical Troubleshooting - End Devices - Advanced
- Ticketing Tool - Advanced
- MS Office - Advanced
- Contact center platform operating skills - Expert
- Contact center platform reports - Expert
- Networking concepts - Intermediate
- Client Process Knowledge - Advanced
- DMAIC Methodology - Advanced
- Client Business Awareness - Advanced
- Telephone etiquette - Expert
- Customer service skills - Expert
- Knowledge Base Navigation Skills - Expert
- Analytical skills - Expert
- Operations Management - Advanced
- SLA Management - Advanced
- Effective Business Communication - Expert
- Decision Making Skills - Advanced
- Measuring Performance/Performance Management Skills - Expert
- Coaching for Success - Advanced
- Motivating Others - Expert
- Conflict Management Skills - Advanced
- Patience - Advanced
- Managing Stress - Advanced
- Positive attitude to change - Advanced
- Attitude to feedback/willing to learn - Advanced
- Relating to Others - Advanced
- Influencing Others - Advanced
- Team Player - Expert
- Insight into the Customer's Mindset - Advanced
- Solution Based Approach - Expert
- Follow Through - Advanced
- Personal Credibility - Advanced
- Self-Development - Advanced
- Result Focus - Expert
- Drive to Win - Advanced
- Recognize Efforts - Expert
- Approachability - Advanced
- Dealing with Fairness - Expert
- Fostering Teamwork - Expert

**Process Skills**:

- Supervise and review Service Desk activities
- Review and ensure compliance to standards like PCI, ISO, ISMS, BCMS by facilitating audits by internal and external teams
- Place hiring request and conducting interviews
- Work with HR and support groups to improve employee retention and satisfaction
- In-person feedback to reporting agents on daily basis regarding ticket hygiene and operational/procedural hygiene
- Root cause analysis, tracking and reporting of escalation and SLA misses
- Attend change meetings and analyze potential impact to Service Desk operations
- Performance appraisal and normalization
- Participate in calibration and collaboration meetings with support function leads
- Conduct new hire technical and account specific training based on the requirements
- Create, maintain and update account training plan
- Provide hands-on assistance to team members in case of issues, both through direct intervention and mentoring
- Prepare Score Cards and discuss and share feedback around improvement areas
- Identify top performers and nominate for Rewards and Recognition and appreciation
- Monitor ticket ageing reports and drive team members to work on ageing tickets
- FCR analysis - find out controllable resolution errors that could have been resolved at L1

**Behavioral Skills**:

- Ability to work with team members with 100% co-ordination.
- Ability to adopt change and shape as per technology along with change in project.
- Outstanding organizational and time management skills
- Ability to multitask and prioritize daily workload
- Positive attitude with good communication
- Highly motivated and self-learner

**Qualification**:

- Any Graduate or pursuing last year of Graduation
- A+ Certified

Pay: Up to $32,000.00 per month

Ability to commute/relocate:

- Italia Providencia, 44648 Guadalajara, Jal.: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What is your desired monthly salary?
- Please provide your WhatsApp number to reach you.

**Experience**:

- Technical troubleshooting with Point of Sales ?: 2 years (preferred)

**Language**:

- English (required)

License/Certification:

- A+ (preferred)

Work Location: In person