Description

You will lead the service desk team in managing technical support operations and ensuring SLA adherence.

This role is remote.

Responsibilities

• Lead team troubleshooting of application and system issues using SQL queries and analysis.
• Manage incident tickets and provide status updates to stakeholders.
• Conduct screenshare sessions to resolve reported issues and escalate critical incidents.
• Maintain and update the team Knowledge Base to improve resolution efficiency.
• Lead daily operations meetings and manage team development and personnel.

Required Skills

• 8+ years in SaaS technical support experience.
• 2+ years in team leadership, including personnel management.
• Proficiency in SQL for data analysis and troubleshooting.
• Experience with ticketing systems, specifically FreshDesk.
• Advanced Excel skills, including VLOOKUP and data manipulation.
• Experience with Call Center/Workforce Management (WFM) reporting.
• Advanced English proficiency for clear communication.
• Bachelor's Degree in a relevant field.

Preferred Skills

• ITIL certification.

Key Skills

Education

Any Graduate