IT Support Team Lead

<p>WTW is an award-winning advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. From the Titanic ship in 1912 to The Moon Buggy in 1971, WTW has a richness in insurance history dating back to 1828. <br/><br/>Our WTW Regional Delivery Hub based in the heart of Lisbon – encompasses a 175 strong global team of who deliver operational excellence through innovation and streamlined solutions every single day. </p> <p>The Team Lead is responsible for the daily supervision and accountability of IT Support analysts and motivates them to do their job effectively to provide consistent quality and efficiency of service delivery to our clients. They will manage team members through motivation, coaching and mentoring while ensuring staffing levels are enough to maintain contractual service agreements. </p> <p>A Team Lead is expected to provide daily objectives, develop reward systems for productivity that motivate new hires and seasoned workers alike and communicate any issues with upper management to reach business goals effectively.</p> <p>Daily Activities:</p> <ul> <li>Oversee daily IT Support team activities </li> <li>Daily delivery of effective Phone call management, FCR, customer satisfaction survey, SLA’s etc.,</li> <li>Responsible for ensuring the team metrics are met or exceeded.</li> <li>Act as logistical organizer of staff to respond to a variety of inbound support requests</li> <li>Ensure all tickets are maintained in appropriate work queue and completed based on established SLA’s.</li> <li>Manage employee schedule requests and admin task assigned for Team Leader</li> <li>Enforce Attendance policy such as utilizing attendance tracker</li> <li>Monitor agent activity to promote productivity and utilization</li> <li>Provide feedback to account teams and operations management on status of account activities</li> <li>Effectively respond to end-user requests to speak to a supervisor</li> <li>Provide agent coaching and feedback to drive quality improvements</li> </ul> <p><strong>The Requirements</strong></p> <ul> <li>2 year or 4-year degree in related discipline or equivalent combination of education and experience.</li> <li>Proven work experience as a team leader or supervisor</li> <li>In-depth knowledge of IT Support performance metrics or ticketing tool</li> <li>ServiceNow ticketing tool experience and Genesys System knowledge sis </li> <li>Good PC skills, especially MS Office 365 (Excel, Word, PowerPoint)</li> <li>Degree in Management, Training or Certification in team leading is a plus</li> <li>ITIL Foundation Certification is preferred.</li> <li>Knowledge of Six Sigma or any quality control methodologies</li> </ul>