Helpdesk Support Team Leader

As well as being an active member of the Auxilion Group support team, you will be expected to provide support to the engineers on your dedicated client account.  The Team Lead will be involved in resolving technical issues as well as getting involved in projects on client accounts as required. The Team Lead should display excellent leadership skills and a proven track record of dealing and managing multiple stakeholders, excellent people management skills.  

What will you be doing : 
KPI Reporting daily/weekly/monthly, trends analysis. • Knowledge transfer • Proven track record in drafting and implementing process documentation • Completing performance reviews • Providing feedback to all team members • Performance management • SLA awareness • Team huddles and micro-education • Scheduling allocated resources • 1st level escalations • Team development. • Dealing with complaints • Interacting with the Service Delivery Manager • Attending client meetings • Managing team morale and efficiency • Tracking and planning of vacation and attendance • client site visits when required • Other ad hoc duties.

What experience will you have: 

• 2-5 years’ experience in a similar leadership role is desirable. 
• Strong written and verbal communication skills 
• Experience of working with Microsoft Windows 7 / 10 and applications. 
• Experience of working in a busy Service Desk or Contact Centre environment. 
• Analytical problem-solving and root cause analysis skills. 

Ability to cope with pressures of peak workloads and short deadlines