Team Lead - L2
VadodaraFull-time4–6 yrsPosted 2 weeks ago
Mid-level customer support role at PMC Commerce in Vadodara. Needs 4–6 years.
About the role
The role requires good understanding of customer management, stakeholder management, Team management and leading offshore services. The role will report to Service desk manager and part of leadership team with-in managed services. The utilization of mentioned role further bifurcated into, (not limited to)
What you'll do
- Provide leadership of the Service Desk team in the absence of senior members
- Dealing with people and task management for helpdesk resources on regular basis
- Liaising with the Service Desk Manager, Application Support Manager, Team Leader(s) and other Deputy Team Leader(s) to align the day-day activities of the Application…
- Cover any other management duties in the absence of the Team Leader(s) locally or as requested
- Helping leadership team in managing roster, leaves and resource plan for reporting team members
What you need
- ITIL
- Communication
- Escalation handling
- SOP writing
- Customer service