Customer Service Team Lead

hace 2 días


San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo
Job Description:

We are seeking an experienced and skilled Customer Service Team Lead to join our team at Bill Gosling Outsourcing. As a key member of our Helpdesk, you will be responsible for overseeing the activities of all Helpdesk members to ensure that they deliver excellent customer service and provide customer guidance.

The ideal candidate will have a strong background in IT management, with experience in planning and developing IT infrastructure. They will be able to analyze helpdesk processes and procedures, recommend improvements, and implement changes to enhance productivity and efficiency.

In this role, you will work closely with the operational, support, and management teams to ensure that all clients receive the standard of service set out in the Company's Mission Statement and Company Policy. You will be responsible for mentoring and coaching junior members in the help desk team, teaching them the rudiments of the job, assigning tasks, and evaluating their performance to determine their level of learning.

Responsibilities:

  • Oversee Helpdesk related staff to ensure helpdesk support and service levels are being met
  • Assist the operational, support, and management team to ensure all client receive the standard of service set out in the Company's Mission Statement and Company Policy
  • Maintain, inventory (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management, and maintenance of endpoints, portable devices, servers, data center, and facility pertaining to IT supported areas
  • Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded
  • Manage end-to-end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes

Requirements:

  • Post-secondary education in a related IT field would be preferred
  • Minimum 2 years experience in an Information Technology Management role within the Organization
  • Previous supervisory experience
  • Proven experience in IT infrastructure planning and development
  • Strong technical knowledge of Compute, Network, Security, Hardware, Software, and Virtual Environments
  • Able to analyze helpdesk process and procedures and recommend possible improvements


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