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Technical Support Manager (Solo Quedan 15h)...
beBeeHelpdeskMexico City, MXHace 9 horas
Descripción del trabajoRecruitment, training and mentoring of helpdesk representatives. Monitoring team performance, setting goals and implementing plans to improve staff skills and effectiveness. Overseeing the helpdesk ticketing system to ensure efficient tracking and resolution of user support tickets. Development of policies and procedures for the helpdesk team. Tracking and analysis of key performance indicators (KPIs). Ensuring customer satisfaction and high levels of user satisfaction. Maintenance of knowledge bases and troubleshooting guides. Collaboration with other IT departments and business units. Oversight of helpdesk resources including staffing, tools and processes.
Job Title : Helpdesk Supervisor
HCLTech is a global technology company with over 218,000 people working across 59 countries. We deliver leading-edge capabilities in digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products.
This role requires :
- 5-8 years of relevant experience in managing service desk support operations.
- A team management experience of at least 30 people.
- Customer requirement management skills on-site.
- Prompt handling and timely delivery of customer requests.
- Oversight of onsite resources to ensure team members receive full support.
- Good customer interaction skills.
- Maintenance of all required Service Level Agreements (SLAs).
- Working from customer locations under 24x7 operation.
- Development and implementation of team action plans with HCL leadership.
- Proactive identification and correction of operational issues.
Job Responsibilities :
The Helpdesk Supervisor will be responsible for leading and supervising the helpdesk team and technical support staff. Key responsibilities include :
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Quedan 15H Technical • Mexico City, MX