Alphanumeric Systems is looking for a Service Desk Team Lead to lead a team delivering excellent customer service. In this permanent role, you will be responsible for team performance, metrics, and escalations, while developing your team through effective coaching and mentoring. This position is fully remote for candidates based in India.

What You'll Do

Support, supervise, and provide coaching, mentoring, and performance development to staff.
Prepare and deliver monthly performance evaluations, including goals and performance improvement opportunities.
Review, edit, and present QA scorecards for monthly performance evaluations.
Provide regular coaching and maintain proper coaching documentation.
Monitor queues, bins, and mailboxes to ensure SLAs and KPIs are met with minimal backlog.
Review customer feedback and provide coaching accordingly.
Manage and review schedules to ensure proper coverage, controlling attendance and availability in real-time.
Review and analyze KPIs and SLAs to identify performance gaps and drive continuous improvements.
Identify knowledge gaps and provide feedback to Application Leads and the Training Manager to keep knowledge bases and training current.
Review and approve staff time sheets and payroll information.
Manage escalations in collaboration with Application Leads.
Attend client meetings when needed.

What We're Looking For

A college and/or bachelor’s degree in computer science and/or 2-5 previous years in a leadership role or any equivalent combination of education and/or experience.
Must be fluent in English.
Excellent communication skills.
Multi-tasking experience in a fast-paced environment.
Ability to analyze problem situations and present appropriate solutions.
Excellent organization, planning, and time management skills.
Ability to lead, coach, develop, and train staff effectively.
Must be dedicated, reliable, and dynamic.
Self-starter, proactive, and displays initiative.
Must work well independently as well as within a team environment.