Help Desk Team Lead
hace 5 días
We are seeking an experienced and driven **Technical Support Team Lead** to manage and guide a Level 1 support team of 10 agents. This role is ideal for someone who thrives in a fast-paced environment, has strong leadership skills, and is passionate about delivering high-quality support experiences to customers.As a Team Lead, you will be responsible for mentoring team members, managing daily support operations, handling escalations, and ensuring consistent service excellence. You should have hands-on experience in both technical troubleshooting and people management.**Only ENGLISH resumes will be reviewed****Key Responsibilities**- Lead, coach, and mentor a team of 5-10 Level 1 Technical Support Specialists.- Monitor and ensure daily performance targets (e.g., ticket resolution, response time, customer satisfaction) are being met.- Serve as a point of escalation for complex or irate customer issues, and work cross-functionally to resolve them.- Provide regular feedback, performance reviews, and support development plans for team members.- Maintain team schedules and ensure adequate coverage, including flexibility during peak periods.- Ensure adherence to SLAs and contribute to process improvements.- Support new hire onboarding and training initiatives.- Report team metrics and provide insights to leadership.**Required Qualifications**- **1-2 years of experience** as a Team Lead or Supervisor in a technical support/help desk environment.- Proven experience coaching team members and managing escalated customer interactions.- Proficient in English and Spanish- Strong interpersonal and conflict resolution skills.- Comfortable working with demanding and occasionally irate customers with professionalism and empathy.- **Bachelor’s degree** in Computer Science, Information Technology, Engineering, or a related field.- Ability to quickly learn new systems, tools, and product knowledge.- Excellent written and verbal communication skills.- Willingness to work flexible hours to support team and business needs.**Preferred Skills**- Familiarity with common help desk tools (e.g., Zendesk, Salesforce, Freshdesk).- Knowledge of ITIL or similar support frameworks.**If you're a proactive leader with a strong technical foundation and a passion for support excellence, we’d love to hear from you
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