Administrative Lead for Service Desk (Work from ho

Please note: you must be already located in (or relocate to) Portugal in order to have this job.



As the Service Desk Admin Lead, reporting to the Operations Manager, your primary responsibility is to act as the facilitator between the helpdesk team and the client escalation team by ensuring excellent customer service and rapid communication to resolve any incident in a timely manner. In addition, to  develop team effectiveness through leading, coaching, motivation and mentoring. Other responsibilities include problem solving, quality coaching or other corrective actions within the team and prepare weekly reports and conduct employee feedback sessions. The admin lead is accountable for team metrics on a weekly/monthly basis.



Responsible to support staff through providing supervision, leading and mentoring, coaching, training, and performance development
Provide assistance to analysts for any call escalations and during peak periods and outages which includes taking calls
Provide Real Time monitoring of the ACD system to ensure that adequate staffing is available at all times
Support and oversees any outage and/or critical situations
Manage the daily survey process and provides feedback to analysts
Ensure that all new or modified processes and policies are reviewed and implemented by staff
Responsible for quality monitoring and periodic monitoring of the help desk bins globally and per analyst to ensure that tickets are being handled within the SLAs
Provide analysts with weekly personal metrics report through one-one meetings
Attend client meetings as needed/requested by management
Back up the Operations Manager if required.

Strong technical product knowledge.
Has a passion for growth, believes in spirited teamwork and has the courage to innovate.
Strong customer focus and attention to detail.
Strong motivational skills.
Takes initiative and can be self-directed.
An ideal candidate should possess outstanding communication skills (both written and verbal) and demonstrated problem solving and analytical skills
Has demonstrated or possess past experience in a help desk environment
Self-starter, proactive and display initiative
Must work well independently, as well as within a team environment
Ability to work comfortable in a fast-paced and a metrics organization, built around team concepts and structures and the ability to deal with constantly changing internal and external environments


Required Education and Experience:

Requires a College Degree in the field of Computer Science and 5 years previous experience Help Desk Support experience and any equivalent combination of education and/or experience. Proven management of personnel, customer service / customer support experience required.   



JOB MANAGEMENT SKILLS (time management, problem solving, planning)



The Admin Lead should utilize his time to be most efficient and improve productivity. The schedule will be defined by the manager of the team to ensure escalation points availability at almost every time.  The work week is the standard 40 hours a week with overtime as required.
The Admin Lead handles schedule adherence and operations. He/she is responsible for monitoring the team's performance and ensuring that the team stays on schedule and meets their performance metrics. He/she monitors individual team members to identify and schedule required training.

Work from home
Private health insurance after 3 months of employment;
Initial training fully paid and included in the contract
Monthly meal allowance
Monthly internet package compensation