About the job
Join our dynamic team at SQUAREdomain as a full-time Helpdesk Support Team Lead. We are partnered with a leading provider of technology services seeking an individual who is passionate about delivering exceptional customer service.
Key Responsibilities:
- Lead and motivate a team of Support Technicians focused on solving customer issues for over 300 clients.
- Ensure high-quality customer service and effective ticket resolutions that enhance client retention.
- Utilize platforms and dashboards to manage ticket assignments and track resolution metrics.
- Conduct regular ticket audits to optimize team performance and identify areas for improvement.
- Serve as a vital link between customer feedback and the Support Manager to refine our products and services.
Essential Skills and Abilities:
- Proven ability to oversee help desk operations for approximately 80 clients, managing up to 80 tickets daily through strategic delegation and escalation.
- Strong commitment to customer satisfaction by anticipating needs and working collaboratively with internal teams on complex issues.
- Actively seek customer insights to inform leadership on opportunities for product and service enhancements.
- Build and maintain strong relationships with internal staff, customers, and vendor partners based on trust and reliability.
- Embrace challenges and view setbacks as opportunities for growth.
Team Leadership:
- Establish clear schedules, goals, and expectations for the team.
- Monitor team performance and report on key metrics.
- Participate in recruitment processes to identify top talent.
- Address team feedback and conflicts promptly and effectively.
Talent Development:
- Balance ticket assignments according to team member strengths for optimal learning and growth.
- Identify training needs and coach team members accordingly.
- Collaborate with the Support Manager to create and implement training programs.

