Helpdesk Operations Team Lead

Let's start with the role

We are looking for an experienced and proactive Team Leader to manage our Help Desk team, ensuring the delivery of top-notch technical support and customer service to our Kaizeners across the globe. The Team Leader will be responsible for guiding, mentoring, and motivating a team of talented help desk associates, fostering a collaborative and productive work environment, and consistently driving team performance to meet and exceed customer satisfaction.

As a Helpdesk Operations Team Lead, you will:

• Lead and manage a team of help desk engineers, including setting clear performance goals, providing regular feedback, conducting performance evaluations, and identifying areas for improvement, considering the unique challenges of a 24/7 operation globally.
• Ensure the Help Desk team delivers timely and effective technical support to end-users.
• Optimize existing and establish new workflows and processes to streamline issue resolution and improve overall customer satisfaction.
• Monitor and assess team performance SLA metrics, analyze trends, and implement strategies to enhance productivity and service quality.
• Act as a point of escalation for complex customer inquiries and issues, collaborating with team members/other teams (sys, networking, InfoSec) /management to ensure prompt and effective resolution of complex Infrastructure problems.
• Assist in the onboarding of new team members and continuously enhance team’s skill set.
• Foster a positive and inclusive team culture that values collaboration, innovation, and professional growth.
• Lead regular team meetings to communicate goals, updates, and important information, as well as to encourage open dialogue and idea sharing.
• Collaborate with other department leaders to ensure seamless coordination between different teams and departments.
• Stay up-to-date with industry trends and technological advancements to facilitate informed decision-making and the continuous improvement of support services.
• Balance relationships between in-house and outsourced employees to ensure seamless employee experience.
• Prepare and present regular reports to senior management, summarizing team performance, key challenges, and recommended strategies for improvement and driving respective actions within the area of responsibility.

What you'll bring

• Proven experience (3+ years) in a help desk or in an IT technical support role, with a track record of exceptional customer service and issue resolution.
• Previous experience in a leadership or supervisory role, demonstrating the ability to effectively manage and motivate a team.
• Strong technical aptitude and familiarity with relevant technologies/tools.
• Proven ability to function well in pressure situations and in a rapidly grown environment.
• Excellent communication skills, both verbal and written, with the ability to interact with clients and team members in a professional and empathetic manner.
• Problem-solving skills with a keen attention to detail and the ability to analyze complex issues to identify underlying causes.
• Strong organizational skills and the ability to prioritize and delegate tasks effectively.
• Adaptability and flexibility to thrive in a fast-paced and evolving environment.
• Leadership qualities including the ability to inspire, mentor, and guide team members toward achieving common goals.

Nice to have:

Bachelor's degree in relevant field or equivalent work experience and / or ITIL certification.