Service Desk Team Lead

Ghrs Training is looking for an experienced and dynamic Service Desk Team Lead to guide our support team. If you have a strong background in service desk operations, technical troubleshooting, and leading a team in an international voice environment, we encourage you to apply!

Key Responsibilities:

• Lead and mentor a team of service desk professionals, ensuring high performance and continuous improvement.
• Oversee daily service desk operations, manage ticket queues, and ensure timely resolution of issues.
• Provide expert support and guidance for Windows Troubleshooting, Outlook configuration, and Microsoft Application Troubleshooting.
• Act as an escalation point for complex technical issues, ensuring effective problem-solving and customer satisfaction.
• Monitor team performance against key metrics and implement strategies to enhance service quality.
• Foster a collaborative and positive team environment within an International Voice Process setting.
• Conduct regular team meetings, performance reviews, and training sessions.

About You:

• You have 4 years of experience as a Team Lead in a service desk environment.
• You possess strong skills in Service Desk operations, including incident management and problem resolution.
• You have hands-on expertise in Windows Troubleshooting, Outlook configuration, and Microsoft Application Troubleshooting.
• You are highly proficient in an International Voice Process setting, with excellent communication and leadership abilities.
• You are customer-focused, with a proven ability to motivate and develop a team.