Summary/Description Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team. The role will also require the individual to motivate, mentor, coach and groom the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Key Qualifications: 2 to 3 years experience in service desk role 1 year minimum experience as a team leader Amenable to work in shifting schedules. Amenable to work ONSITE (BGC TAGUIG). Able to start ASAP General knowledge & skills: Knowledge of Customer care operations Experience in managing teams Able to coach, mentor, motivate and interact with people Excellent verbal and written communications Strong decision making and analytical ability Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools Technical skills Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite Advance knowledge of T/S Small Forms (iOS, Android, Windows) Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions Intermediate knowledge of Network collaborations & VPN T/S Intermediate Networking knowledge Familiarity with RDC (Remote Desktop Connection) Education and other requirements Minimum experience of 2-3 years with relevant experience in service desk Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required. ITIL trained/ certification preferred A minimum of 1 year in the role of a Team lead. Willingness to work in rotational shifts Job Responsibilities Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution Regularly formulate and execute internal and external governance Effectively handle client escalations and formulate actions to resolve any concerns Work with the operations managers to obtain necessary resources like training and support for the teams requirements Conduct quality assessment of agents performance and formulate trends for performance improvement of agents & teams Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets Familiarize the team with the latest process update and changes, team and individual targets Identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects