Team Lead – Helpdesk Operations

Required Skills & Competencies

People & Leadership Skills: Strong people management, coaching, mentoring, team engagement, conflict management, and performance management capabilities.

Communication: Excellent written and verbal communication skills with the ability to communicate effectively across team members, management, customers, and stakeholders.

Analytical Skills: Strong data analysis and problem-solving capabilities with the ability to identify trends and convert data into actionable insights.

Excel & Reporting: Strong proficiency in Microsoft Excel, including Pivot Tables, formulas, data analysis, reporting, dashboards, charts, and data visualization.

RCA & Process Improvement: Demonstrated ability to conduct Root Cause Analysis and implement effective corrective and preventive actions.

Operational Management: Understanding of helpdesk operations, ticket lifecycle, SLA management, escalation handling, backlog management, and service delivery KPIs.

Behavioral Competencies: Ownership mindset, accountability, adaptability, emotional maturity, decision-making ability, and the ability to manage diverse teams.