Team Leader (with supervisory responsibilities)

About the Role The Team Leader (with supervisory responsibilities) serves as the primary knowledge source across the client’s technical and business environment, driving knowledge management, training, QA processes and operations setup and supervision. The role involves active participation in multiple work groups and projects to ensure effective IT help desk operations and high client satisfaction. What You'll Do

• Knowledge management: Participate in knowledge transfer sessions; create, review, update and maintain knowledge documentation; prepare and manage monthly and ad-hoc knowledge assessments for help desk analysts.
• Client relationship management: Investigate issues and provide root-cause analyses and resolutions; review negative customer satisfaction surveys and follow up with dissatisfied end users; review potentially upset customer cases and follow-up; participate in client-facing trainings, process updates, and knowledge/documentation review sessions; participate in or manage project implementations.
• Operations setup: Assist with fulfillment of IT assistance requests for team-level operational issues; communicate planned IT system maintenance to helpdesk team and end-users; communicate IT system outages to helpdesk team and end-users and supervise system testing; maintain Horizon logging instructions and additional process reference documentation; manage access of team members to external and internal applications/systems; mentor Specialists, Analysts, and Senior Analysts on day-to-day responsibilities.
• Operations supervision and reporting: Perform regular utilization analysis and provide feedback to help desk analysts; monitor and act on key performance indicators for SLAs and OLAs; compile recurring and ad-hoc operational reports.
• Quality assurance: Manage QA and QC process documentation; prepare QA/QC reports, analyze QA/QC results and determine per-process and team targets; perform QA and document results; distribute QA targets to Specialists-Help Desk and QC targets to Senior Analysts; track execution; lead QA/QC calibration sessions to standardize evaluation criteria.
• Training: Create, develop and manage training roadmaps and materials for current and newly implemented operations processes; plan and report on new team member and refresher trainings; deliver account-specific training for new team members. What We're Looking For
• Proven experience in a Team Leader or supervisory role within an IT/help desk or service operations environment.
• Strong capabilities in knowledge management, QA/QC, process documentation, and training material development.
• Experience in client relationship management and effective communication with stakeholders.
• Ability to monitor KPIs, SLAs/OLAs, and generate regular and ad-hoc operational reports.
• Knowledge of access management (external/internal systems) and basic system testing.
• Ability to mentor and develop junior staff and lead calibration sessions. Nice to Have
• Not explicitly mentioned in the posting. Compensation & Benefits
• Not disclosed in the posting.