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Customer Support Team Leader

Lisboa

Descrição da posição

We are looking for an experienced Senior Team Leader with a solid technical background to lead and manage a team of Technical Support Agents in a fast-paced, 24/7 helpdesk environment.
The ideal candidate will be responsible for ensuring excellent service delivery, driving continuous improvement, and overseeing the performance and
development of a team that provides technical support to clients around the clock.
The Senior Team Leader will play a key role in managing operations and delivering high-quality technical solutions in line with business objectives.

What you will do
▪ Lead and manage a team of technical support agents on a 24/7 rotation, ensuring the team meets or exceeds performance targets and SLAs (Service Level Agreements).
▪ Provide ongoing coaching, mentoring, and performance management for team members to enhance their skills and performance.
▪ Organize and oversee shift schedules to ensure adequate coverage for all shifts, balancing workload and ensuring smooth operations.
▪ Act as the primary escalation point for technical issues that cannot be resolved by the team.
▪ Leverage technical expertise to assist in resolving complex issues and providing hands-on support as necessary.
▪ Ensure that all technical support agents have the proper training and knowledge base to handle customer requests effectively.
▪ Manage daily operations of the helpdesk, ensuring that all customer tickets are handled promptly, professionally, and effectively.
▪ Monitor and report on key performance indicators (KPIs) including ticket resolution times, customer satisfaction, and team performance.
▪ Work closely with other departments (e.g., engineering, product development) to escalate and resolve critical issues.
▪ Ensure compliance with all operational processes, standards, and security protocols.

Requirements

Who you are
▪ Minimum of 5+ years of experience in technical support or helpdesk environments, with at least 2+ years in a leadership role.
▪ Able to speak professional English (any additional languages is a plus, such as: French, Italian, Spanish, German)
▪ Proven experience leading teams in a 24/7 technical support or helpdesk setup.
▪ Strong background in troubleshooting and resolving technical issues across hardware, software, networking, and systems.
▪ Proficiency in IT support tools and platforms (ticketing systems, remote desktop tools, monitoring tools, etc.).
▪ Knowledge of IT infrastructure, networking, operating systems (Windows, Linux, macOS), and applications support.
▪ Strong leadership skills with the ability to motivate and manage teams in a fast-paced, high-pressure environment.
▪ Excellent communication and interpersonal skills, with the ability to engage with both technical and non-technical stakeholders.
▪ Experience in performance management, coaching, and driving continuous improvement initiatives.
▪ Exceptional problem-solving abilities and a proven track record in managing escalations and critical incidents.
▪ Ability to make quick and sound decisions under pressure while balancing the needs of the team and the business.
▪ A customer-first attitude with a deep commitment to delivering high-quality service and support.
▪ Strong client-facing and communication skills, with the ability to handle complex and escalated customer issues professionally.

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