End User Support (EUS) Team Lead

Responsibilities:

• Lead and manage a team of technicians.
• Make sure tickets are updated and resolved withing SLAs.
• Make sure Client is receiving proper feedback.
• Queue management of the tickets to maintain Flow.
• Provide technical support and guidance to the Customer Support Technicians
• Help coach and develop the Customer Support Technician skills
• Acts as a buffer between the Customer Support Technicians and the Escalations team.
• Ensures that tickets are assigned, updated, actively being worked on.
• Jump in and assist with support tickets when the Team are overwhelmed.
• Work closely with the SDM to meet client demands.
• Teams seek technical advice from Team Lead.
• Handling and managing conflict amongst the Team.

Desired Core Competencies:

Leading and Supervising:  

• Co-ordinates group activities, ensuring that roles within the team or department are clear and that individuals know what is expected of them.
• Defines standards for appropriate behavior and addresses inappropriate behavior from others.
• Decides which team or department is best placed to deliver which aspects of the overall project, considering departments' resources and an appropriate balance of routine and challenging tasks.
• Emphasizes the impact and importance of people’s work for achieving team targets and objectives; empowers people with respect to the achievement of these targets and objectives.
• Encourages others to pursue development opportunities and creates genuine learning opportunities for them.
• Identifies, attracts, and recruits high caliber individuals as organization-wide assets.