Team Lead

Key Responsibilities

Team & Operations Management

• Manage daily helpdesk operations, ensuring excellent call response TAT and quality of service.
• Monitor ticket logging, call prioritization, and ensure proper IMAC documentation for all cases.
• Conduct regular audits of IVR calls and share reports with management.
• Supervise team behavior, ensuring no misbehavior or unprofessional conduct with users.
• Ensure proper handover and takeover processes during team member transitions (joins/leaves).

Escalation & Problem Management

• Participate in major incident and problem management processes.
• Resolve escalated calls forwarded by the centralized helpdesk or resident engineers.
• Support engineers to resolve issues efficiently and maintain end-user satisfaction.

Reporting & Analysis

• Prepare and provide daily, weekly, and monthly MIS rep...