Service Desk Team Lead - Remote

Overview

Alphanumeric is hiring a Service Desk Team Lead (Remote based in India - permanent project) to work supporting one of the biggest Pharma companies in the world.

In Short

• Act as the team facilitator ensuring excellent customer service.
• Lead, coach, motivate, and mentor team members.
• Prepare weekly reports and conduct employee feedback sessions.
• Accountable for team metrics on a weekly/monthly basis.
• Flexible working schedule to adapt to different time zones.
• Support and supervise staff performance development.
• Monitor queues and ensure SLAs and KPIs are met.
• Manage escalations in collaboration with Application Leads.
• Attend client meetings when needed.
• Must be based in India.

Requirements

• College or bachelor’s degree in computer science or equivalent experience.
• 2-5 years in a leadership role.
• Fluency in English.
• Excellent communication and multi-tasking skills.
• Ability to analyze problems and present solutions.
• Strong organization, planning, and time management skills.
• Ability to lead and develop staff effectively.
• Dedicated, reliable, and dynamic personality.
• Self-starter with initiative.
• Works well independently and in a team.

Benefits

• Salary base + Internet allowance + Private health insurance.
• Flexible working hours due to global reach.
• Remote work opportunity.
• Performance evaluations with improvement opportunities.
• Training and development for staff.