Technical Team Leader

The Technical Team Leader is responsible for providing and supporting the day-to-day provision of the Services and promoting the knowledge and understanding of the Service, in a manner which is conducive to effective working relationships and in line with TCIS values and objectives. This includes ensuring that a continually high level of service is provided as set out in TCIS agreements with customers. You will be responsible for leading a team of technical professionals, providing both technical guidance and people management.

• Lead and manage a team of technical professionals, establishing a collaborative and productive work environment
• Provide mentorship and guidance to team members, supporting their professional growth and development.
• Actively and continuously develop the working knowledge and understanding of the team by conducting device-specific training and coaching sessions
• Plan, coordinate, and chair Team meetings
• Listen and act upon team and customer feedback
• Monitor, manage, and seek to continually improve agent performance

Skills / Attributes Required
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Technical:

• Good Knowledge of Microsoft Office products

Behavioral:

• Highly customer focused
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently in English at all levels
• Ability to motivate and drive a team of people to provide high level managed services
• Ability to earn the respect of internal and external customers, colleagues, and management
• Excellent organizational skills
• Good attention to detail
• Excellent problem-solving skills
• Working Collaboratively:
• Accountability
• Adaptability:
• Initiative: Being proactive
• Planning & Organizing
• Delegating and Empowering:
• Managing Change
• Flexible to work on a shifting schedule
• Excellent Customer Service/Support skills

Qualifications [EDUCATION and/or EXPERIENCE]

• 2+ year proven experience in the Technical Support field
• Ability to demonstrate previous team management experience
• Have a proven track record demonstrating the skills and qualities outlined in this document.
• Previous use of Ticket Logging systems

Languages
Good command of written and spoken English (Speech, Written, Reading, Comprehension)

Transcosmos is proud to offer such a fantastic and unique working environment, built on a successful family culture of ambition, experience and teamwork. We are proud to promote longevity and progression at every level.

• To acquire the necessary knowledge we provide a paid training, on which not only your knowledge is expended, but you will get to know your colleagues so that you would feel at home from the beginning.
• Competitive salary
• Cafeteria
• Team building and free time activities
• Modern office environment

• Canteen
• Shower
• Corporate events
• Bicycle storage
• Parking
• Play corner