Customer Service Team Lead  

• Supervises the day-to-day operations of the help desk and manages the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues.
• Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
• Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Identifies, researches, and resolves complex technical problems.
• Suggests improvements to process and acts as a knowledge resource for other team members.
• Monitor and test fixes to ensure problems have been adequately resolved.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.

ACADEMIC QUALIFICATIONS: Graduate of a 4 year course preferably related to Information Technology (IT), Computer Science or Computer Engineering.

PROFESSIONAL EXPERIENCE: Job experience is required. Preferably with at least 3 years or more of relevant and related technical experience in delivering technical support functions.

Knowledge, Skills, Abilities (KSA):

• Supervisory skills
• Organizing skills
• Listening skills
• Knowledge in Windows operating systems, applications, hardware setup and installations.
• Ability to competently navigate and use Microsoft desktop operating system-specific command sets, utilities, and tools.
• Knowledgeable in the use of office productivity tools.
• Knowledgeable in basic networking and cabling.
• Knowledgeable in computer components and their use (ability to assemble and repair computers is a plus).
• Ability to communicate with vendors, clients, peers, and management.
• Ability to learn new technologies
• Team player
• Commitment to Company Mission and Vision
• Excels at operating in a fast paced and diverse organization
• A demonstrated commitment to high professional and ethical standards
• Perform other related tasks as assigned.