Technical Team Lead

Infosys Limited; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Infosys BPM Limited in Pune seeks a Technical Team Lead to supervise day-to-day delivery in the service desk. Lead a team of technical executives, ensuring client commitments, coaching and mentoring to enhance performance and customer satisfaction.

The role requires 4–9 years of experience, a Graduate degree, and strong communication and problem-solving skills to drive service excellence in a BPO environment.

Qualifications

• Knowledge of Customer care operations
• Experience in managing teams
• Able to coach, mentor, motivate and interact with people
• Excellent verbal and written communications
• Strong decision making and analytical ability
• Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools

Responsibilities

• Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• Motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments.
• Own all customer escalations and complaints.
• Knowledge of Customer care operations; Experience in managing teams; Able to coach, mentor, motivate and interact with people; Excellent verbal and written communications; Strong decision making and analytical ability; Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools; Technical skills: 2-3 yrs in service desk/tech support, remote support for laptops/desktops/LAN issues/application support, Windows OS, MS Office, iOS/Android/Windows Small Forms, patch upgrades, virus TS, encryption, network VPN, RDC.

Skills

Customer care ops

Team management

Coaching

Mentoring

Communication skills

Decision making

Problem solving

Knowledge bases

Education

Graduate

Job description

PUNE , Infosys BPM Limited Technical Team Lead

Job ID/Reference Code PROGEN-EXTERNAL-250145

Work Experience 4 - 9 Years

Job Title Technical Team Lead

Educational Requirements

Graduate

Service Line

BPO Service Line

Responsibilities

• Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team.
• The role will also require the individual to motivate, mentor, coach and groom the team.
• Ensure process & KM compliance along with meeting client and internal commitments.
• Own all customer escalations and complaints.
• General knowledge & skills:
  • Knowledge of Customer care operations
  • Experience in managing teams
  • Able to coach, mentor, motivate and interact with people
  • Excellent verbal and written communications
  • Strong decision making and analytical ability
  • Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
• Technical skills
  • Min. 2-3 yrs. experience in working in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
  • Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
  • Advance knowledge of T/S Small Forms (iOS, Android, Windows)
  • Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
  • Intermediate knowledge of Network collaborations & VPN T/S
  • Intermediate Networking knowledge
  • Familiarity with RDC (Remote Desktop Connection

Preferred Skills:

Customer Service->Star hub- Service desk