We are seeking a motivated and organized Help Desk Team Lead to oversee a team of 3-4 technical support specialists. This role offers the opportunity to lead a dynamic team while contributing your own technical expertise to ensure exceptional customer service.
Responsibilities:
Team Leadership:
- Supervise and mentor a team of 3-4 helpdesk and technical support staff.
- Delegate tasks, provide coaching, and conduct performance reviews.
- Foster a collaborative and supportive team environment.
Technical Support:
- Resolve complex technical issues when necessary, working alongside the technical support team.
Ticket Management:
- Oversee the efficient closure of customer tickets, ensuring timely resolution.
- Prioritize and assign tickets to team members based on expertise and workload.
- Track key performance indicators (KPIs) related to ticket resolution times and customer satisfaction.
Communication & Collaboration:
- Act as a liaison between the helpdesk team and the product development team.
- Effectively communicate technical issues and customer feedback to the product team.
- Provide clear and concise updates to customers regarding their support tickets.
Qualifications:
- Minimum 2 years of experience in a technical support or helpdesk environment.
- Proven ability to lead and motivate a team.
- Excellent problem-solving and analytical skills.
- Strong communication, interpersonal, and organizational skills.
- Proficiency in relevant technical support tools and ticketing systems.
- Ability to work independently and as part of a team.
