Job Opportunity: Onsite Team Leader (6-Month Contract)
Are you an experienced leader with a passion for customer service and a strong technical background? We have a fantastic opportunity for an Onsite Team Leader to join a dynamic team for a 6-month contract. If you have excellent management skills, a broad knowledge of IT support, and are available to start immediately, we want to hear from you!
Role Overview:
The Onsite Team Leader will be responsible for leading and motivating a team of dedicated Deskside Engineers to deliver high-quality end-user support. The role involves ensuring exceptional customer service, meeting SLAs, and optimizing processes for continuous improvement in line with the company's objectives.
Key Responsibilities:
Team Leadership: Lead and manage a team of second-line support technicians, providing guidance, coaching, and mentorship to foster a high-performance environment.
Ticket Management: Efficiently manage the support ticket queue, ensuring fair distribution of workload and adherence to SLAs.
Incident Management: Serve as the central point of contact for escalations, ensuring effective communication with first-line support teams and external vendors for quick resolution.
Quality Assurance: Implement and maintain quality assurance processes to uphold the highest standards in service delivery.
Procedures & Processes: Define, document, and review procedures to enhance the onsite support function, ensuring smooth day-to-day o...