Team Lead - Desktop Team

Role and Responsibilities:

• Assist Operations Manager in goal setting in achieving of service goals, skill enhancement and performance reviews activities for field service staffs.
  
• Working with Operations Manager to develop workflow for the engineer team.
• Investigate, escalate and resolve any issues resulting from substandard performance.
• Provide support and guidance to field service staff to ensure timely and quality customer services by ensuring company policies and procedures are followed by the team members.
• Address customer enquiries, resolve issues and obtain customer feedbacks proactively.
• Identify and escalate employee concerns/complaints to Manager.
• Monitoring the resource identification and planning with the Queue Coordinator.
• Ensure all works been carried out as per SOW, ensure quality of the service been deliver and conduct a post-service evaluation to determine how well result were achieved.
• Support engineer team in achievement of service goals.
• Assist Assist Operations Manager in hiring new Engineer and ensure that the resources are properly trained to meet service objectives.

• Candidate must possess at least a Diploma or Bachelor's Degree in Computer Science/Information Technology or equivalent
• Minimum 3-4 years in the IT industry preferably with Team Lead role experience in Field Services Operation.
• Have good experience in a desktop support services team and at the leading role managing a team of engineer.
• Outstanding skills in planning, problem solving and high attention to detail
• Good written and oral communication skills.
• High level of flexibility, with a strong work ethic and an entrepreneurial spirit to accommodate a high level of responsibility and multiple priorities.
• Articulate, professional demeanor with strong self-confidence and initiative.
• Might require to travel within customer site in Klang Valley
• 1 year contract (renewable)*