About the role
Responsibilities:
- Team Leadership: Direct, manage, and mentor a team of 12-15 technical support agents. Conduct regular performance reviews, 1-on-1s, and coaching sessions to ensure high team morale and productivity.
- Technical Troubleshooting: Act as the highest point of escalation for complex hardware (desktops, laptops, peripherals, networking) and software (OS, standard applications, internal tools) issues.
- Dialer Management: Oversee the administration, troubleshooting, and daily operations of the contact center dialer systems (e. g., Contiinex Inhouse Dialer). Ensure optimal dialer performance and maximum uptime.
- SLA and Performance Management: Monitor team KPIs (such as First Call Resolution and Average Handling Time) and implement strategies for continuous improvement.
- Incident Management: Coordinate rapidly during system outages, communicating effectively with stakeholders, vendors, and upper management until resolution.
- Onboarding and Training: Assist in the hiring process and lead technical training and onboarding for new team members.
Requirements:
- Experience: Minimum of 3-5 years in IT Helpdesk or Technical Support, with at least 1-2 years in a supervisory or team lead role managing 10+ employees.
- Hardware and Software: Foundational knowledge of Windows operating systems and basic networking (TCP/IP, VPNs, routers).
- Database Knowledge: Basic knowledge of SQL for database querying, troubleshooting, and reporting purposes.
- Contact Center Technology: Hands-on experience managing and troubleshooting contact center dialers, VoIP technologies, and CRM integrations.
- Leadership: Proven ability to handle conflict resolution, manage shift schedules, and drive a team toward metric-based goals.
- Communication: Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical staff.
- Preferred Qualifications: Experience working in a high-volume B.