Team Lead (L1)

Summary of the position The helpdesk team lead is responsible for managing the entire operation of the Helpdesk. The role is crucial to ensuring the service deliverables are met with high quality in terms of KPIs as per the customer SOW i.e. average speed of answer, First line fix rates, lost call rates, etc. This role will be aligned to PMC Managed service vertical and will responsible for managing the Helpdesk team of people responsible to work as the first point of contact for our customers and end users. Key responsibilities for this role are managing people who are direct reports, training, and coaching for helpdesk team members, escalation management, responsible for CSIP activities, etc.…