Job Description: Lenovo Advanced Managed Service Desk is Lenovo's implementation of DaaS and managed solutions (Managed Endpoints, Premier+ / Primer Support, Service Desk, Meeting room as a Service).
DaaS (Device as a Service) is a way to manage physical devices, services, and OEM (Original Equipment Manufacturer) devices.
Lenovo Managed Service Desk takes the DaaS concept and builds custom programs for each partner giving them a truly custom experience.
This custom experience is not limited to Lenovo OEM devices.
Lenovo Managed Service Desk caters to the needs of our partners to support them with almost all other OEM companies to ensure that Lenovo Managed Service Desk can deliver the best solution possible.
As a Team Lead you will lead a team of Service Desk Engineers and serve as a trusted advisor to our customers who have partnered with us for one of our several offering on our Full-service PCaaS / DaaS support model.
The Team lead acts as a single point of contact for service issues ensuring responsiveness and resolution.
Utilizing the feedback from the account and knowledge built, the Team Lead works existing processes to improve efficiency, quality and reduce cost of service delivery, setting up new processes as needed.
The Team Lead closely monitors service activity and performance to ensure adherence to the service level KPI's, timely escalation of issues to appropriate teams and service providers.
Developing and presenting analysis / results for the service metrics internally and externally on the timeline required (weekly/monthly/quarterly).
The Team Lead must be comfortable dealing with all levels of customer representatives as well as all levels of Sales and Services leadership within Lenovo.
Day to Day • Service Level Adherence – monitor all contacts channels to ensure adherence to contracted KPIs.
• Performance Management – monitor agent performance.
• Relationship/Escalation Management – Respond to client questions and escalations in a timely manner.
• Help drive success and change through mentoring team members.
• Prevention – Develops and coordinates proactive support initiatives.
• Optimization – Leads continuous improvement activities.
• Support – Leads complex service delivery processes and navigates contractual support service deliverables.
• Collaboration - Compiles, analyzes, and interprets statistical data and trends.
Job Responsibilities : • Develop and implement strategies to ensure the highest level of customer satisfaction and retention.
• Act as single point of contact for operational issues in a cross-functional matrix environment.
• Monitor and analyze team performance and implement corrective measures as needed.
• Create and maintain team schedules to ensure adequate coverage and support for clients.
• Train and mentor team members to improve their technical skills and customer service abilities.
• Collaborate with cross-functional teams to identify and resolve complex technical issues for clients.
• Develop and maintain strong relationships with key clients to understand their needs and provide tailored support solutions.
• Monitor and report on key performance metrics, including customer satisfaction, response time, and issue resolution rate.
• Act as a point of escalation for complex or high-priority customer issues.
• Conduct regular performance evaluations and provide feedback and coaching to team members.
• Understand customer's internal business functions and culture.
• Identify, build, and maintain relationships with customer's internal management.
• Lead continual improvement strategies to optimize customer's perceptions of service and support.
• Understand customer's business, vertical market trends, financial complexities, and monetary flow.
Basic Requirements: • Bachelor's degree or equivalent experience.
• 3+ years of experience in client facing role and people management.
• 5+ years of experience in infrastructure technical support (Service Desk, Field Services, Hardware & Operating Systems).
• Excellent communication skills, verbal & written in Portuguese & English languages (Spanish would be added advantage) Preferred Requirements: • CompTIA or equivalent certifications (A+, Network+, Security+, etc.)
• Degree in Computer Science, Information Technology, or related field; or equivalent experience • Ability to work effectively in a fast-paced, dynamic environment.
• Ability to learn quickly with a proven record of learning new and challenging technologies.
• Strong comprehension of Portuguese & English in speaking and correspondence.
• Superior customer service skills.
• Ability to adapt quickly and pivot to resolve clients' issues.
• Strong leadership skills and experience to drive training, coaching, and performance management.
• Ability to prioritize in a fast-paced, dynamic work environment.
• Experience working in a technical service desk/call center type of environment.
• Excellent interpersonal, and critical thinking skills.
• Strong technical gap analysis skills and customer sat and customer service gap analysis skills ability to apply knowledge.
• Expert level in Excel (pivot tables, macros, reporting, organizing Data, spreadsheet manipulation).
• Proven critical thinking, proactive-reactive, take initiatives and decision-making skills.