Helpdesk Team Leader: Expert in Customer Service

hace 4 días


San José, San José, Costa Rica Bill Gosling Outsourcing A tiempo completo

Company Overview: Bill Gosling Outsourcing has been providing business solutions to clients for over 60 years, offering services including customer service, accounts receivable management, customer sales, contact center technology, and business process outsourcing. Our goal is to create a fun, diverse, and engaging workplace that promotes personal and professional growth.

Job Summary: We are seeking an experienced Helpdesk Team Leader who will oversee the activities of helpdesk members, ensuring they deliver excellent customer service and provide guidance to customers. The successful candidate will be responsible for creating and implementing support strategies, assessing team performance, and redefining customer services with management input.

Key Responsibilities:

  • Oversee helpdesk staff to ensure high-quality support and service levels
  • Assist operational, support, and management teams to meet client expectations
  • Mentor and coach junior team members, teaching them job skills and evaluating their performance
  • Develop strategies to enhance productivity and improve processes
  • Manage end-to-end helpdesk processes and maximize system utilization
  • Champion company core values and engage employees

Requirements:

  • Post-secondary education in a related IT field (desired)
  • Minimum 2 years' experience in IT management 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

Estimated Salary Range: $80,000 - $110,000 per year, depending on location and experience.

Location: We have offices across the globe, including North America, the USA, Manila, San Jose, Glasgow, Trinidad & Tobago, and India.



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