Technical Team Lead – Service Desk

About the role

The Technical Team Lead will oversee a Service Desk team delivering remote support for laptops, desktops, LAN issues and applications. The role focuses on supervising daily operations, ensuring process compliance, and driving continuous improvement while maintaining high client satisfaction.

Key responsibilities

• Supervise day‑to‑day delivery and performance of the Service Desk team.
• Motivate, coach, mentor and develop team members, addressing skill gaps and career growth.
• Ensure adherence to process, knowledge‑management and client commitments.
• Own all customer escalations and complaints, driving resolution to closure.
• Plan resources, manage attrition, conduct performance assessments and quality reviews.
• Collaborate with operations managers to secure training and support resources.
• Identify and implement process‑improvement ideas, including Six Sigma or Lean initiatives.

Required profile

• Experience in customer‑care or service‑desk operations.
• Proven ability to manage and develop technical teams.
• Strong verbal and written communication skills.
• Analytical mindset with solid decision‑making capability.
• Patience and passion for problem solving.

Required skills

• Windows operating systems (XP‑10)
• Microsoft Office suite
• iOS, Android and Windows mobile platforms
• Registry editing and patch management
• Antivirus, security and encryption tools
• VPN and network collaboration technologies
• Remote Desktop Connection (RDC)
• General networking knowledge
• Service Desk and remote technical support