Helpdesk Support Service Desk Team Lead at Quintevo Nigeria Limited

About the Role

We are seeking a highly motivated and experienced Helpdesk Support / Service Desk Team Lead to oversee our IT support operations. The ideal candidate will manage a team of service desk agents, ensure efficient handling of support tickets, and drive continuous improvement in service delivery.

Key Responsibilities

1. Lead and supervise the helpdesk team, ensuring timely resolution of technical issues.
2. Act as the primary escalation point for complex IT problems.
3. Monitor ticket queues and allocate tasks to team members.
4. Track performance metrics and prepare regular reports.
5. Provide coaching, mentoring, and training to improve team effectiveness.
6. Collaborate with IT management to implement best practices and enhance user satisfaction.

Qualifications

1. Bachelor's degree in computer science, software engineering, or related field.

Certifications

1. Azure Fundamentals, Azure Administrator, Windows 10 Desktop Support or equivalent Microsoft Certifications.

Experience

1. Minimum 5 years of computer-related support experience in Windows OS.

Special Requirements

1. Knowledge of IT standards, Strong customer service focus, Project management skills, Ability to organize work efficiently, Report generation through IT tools.