Technical Support Team Lead

3 semanas atrás


São Paulo, São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Role- Team Lead

Location: Sao Paulo, Brazil

Key Responsibilities

  • Ensure staffing levels are maintained during operational hours, adjusting shift patterns, holidays, and extended absences
  • Plan, control, and monitor team activities to optimize performance and ensure goals and standards are met
  • Track performance targets to ensure compliance and regularly review goals
  • Generate reports and management statistics
  • Represent the service desk in meetings
  • Take responsibility for team training and business awareness
  • Communicate and build relationships with senior management
  • Play an active role in the change management process related to the Service Desk
  • Support analysts and frontline staff during call volume peaks or when additional expertise is needed
  • Create, moderate, and monitor process documentation, ensuring adherence through call and ticket audits
  • Proactively define goals and service levels in line with the Statement of Work (SOW) and business requirements
  • Identify areas for improvement

Essential

Minimum: Postgraduate degree; 2–5 years of experience; fluent in English

Desirable

ITIL service operations knowledge

Skills & Expertise

  • Strong domain knowledge is a must
  • Maturity and experience to manage team members and act as a strong second line
  • Analytical ability to provide strategic input for process improvement (operational excellence)
  • Ownership of service quality performance
  • Willingness to work 24/7
  • Lead, guide, and develop team members for success
  • Focus on enhancing customer experience and overall service delivery
  • Meet customer expectations and process metrics
  • Excellent verbal and written communication skills
  • Should be fluent in Portuguese+Spanish+English language


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