Description

You will lead quality assurance for the help desk and supervise a team of six technicians to ensure SLA compliance and service standards.

This role is on-site.

Responsibilities

• Develop and maintain QA standards, scorecards, and evaluation criteria for ticket, call, and chat interactions.
• Supervise six technicians (three L1, three L2), managing attendance, workload distribution, and daily operations.
• Perform regular audits of help desk interactions to ensure process compliance, accuracy, and adherence to protocols.
• Provide coaching, performance reviews, and constructive feedback to agents and supervisors to drive improvement.
• Identify training gaps, create refresher sessions or onboarding content, and report QA metrics and KPIs to leadership.

Required Skills

• 2+ years of experience in Help Desk or IT Support roles.
• Direct experience supervising or leading a technical team.
• Strong understanding of help desk operations, support methodologies, and SLA management.
• Proficiency in using ticketing systems and analyzing performance data.
• Ability to report on KPIs and performance trends to drive workflow improvements.
• Strong documentation, organizational, and effective communication skills for coaching.
• Any Graduate degree.

Preferred Skills

• Experience with ServiceNow.
• Familiarity with QA tools and reporting dashboards.

Key Skills

Education

Any Gradute