Technocity Team Lead - Helpdesk

CMS Computers Ltd is looking for Technocity Team Lead - Helpdesk to join our dynamic team and embark on a rewarding career journey.

Lead and mentor the helpdesk team, ensuring high-quality technical support and customer service. Supervise daily helpdesk operations, managing ticket queues, prioritizing issues, and ensuring timely resolution. Act as an escalation point for complex technical issues, providing guidance and solutions to team members. Develop and implement helpdesk procedures, best practices, and documentation to improve efficiency. Collaborate with IT teams and other departments to identify and resolve recurring technical issues. Monitor helpdesk performance metrics, generate reports, and implement improvements to enhance service levels. Train new team members and conduct ongoing coaching to enhance technical skills and customer service abilities. Stay updated with the latest IT trends, tools, and technologies to improve support processes. Ensure compliance with organizational policies, security standards, and industry best practices. Manage helpdesk resources, including software, tools, and vendor relationships, to optimize team performance. Foster a positive team culture, encouraging collaboration, accountability, and continuous improvement.