Team Lead

TL;DR

Team Lead (Help Desk): Overseeing the daily operations of the help desk team, ensuring high-quality technical support and excellent customer service with an accent on monitoring team performance, providing guidance, and handling escalations. Focus on fostering a positive work environment and ensuring service level agreements are consistently met.

Location: Remote (US)

Company

hirify.global is a company based in the USA.

What you will do

• Coach and mentor agents on their performance and career development.
• Address behavior and attendance issues.
• Resolve escalated client concerns.
• Supervise employees in accordance with company policies and procedures.
• Partner with workforce to communicate staffing needs.
• Conduct first-level interviews.

Requirements

• Prior experience in a help desk or IT support role, with at least 1–2 years in a supervisory or lead position.
• Possess strong verbal and written communication skills.
• Ability to motivate staff and maintain a high level of enthusiasm.
• Ability to work a flexible schedule as assigned.
• Ability to prioritize a large list of items to meet deadlines and goals.
• Strong attendance and performance history.

Nice to have

• Bilingual skills.
• Previous quality experience.

Culture & Benefits

• Positive attitude and result-driven environment.
• Demonstrate teamwork by supporting and assisting other Team Leads.
• Understand client’s processes, procedures, and use of k-base.