Team Leader Desktop Support

About TaskUs:

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Taskus is seeking a highly skilled Team Leader Desktop Support with a minimum of 3 years of relevant experience supporting international clients. As a Team Leader Desktop Support, you will play a vital role in ensuring the seamless operation of our clients' IT systems by handling your team, resolving technical issues and delivering exceptional customer service to a global user base.

Key Responsibilities:

• Handling a team of Remote technical support engineers, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieves their Key Performance Indicators (KPIs).
• As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. To be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department.
• Provide remote technical support to international clients via phone, email, chat, and remote desktop tools.
• Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and peripherals.
• Install, configure, and maintain operating systems, software applications, and security patches.
• Set up and configure VPN connections for secure remote access.
• Implement and support multi-factor authentication (MFA) solutions, including Yubikey.
• Collaborate effectively with cross-functional teams across different time zones to escalate and resolve complex technical issues.
• Document support tickets, solutions, and troubleshooting procedures in Jira or similar ticketing systems.
• Provide training and guidance to international end-users on IT best practices and procedures.
• Stay updated on emerging technologies and industry trends to continuously improve service delivery and enhance client satisfaction.

Requirements:

• Minimum of 2 years of experience as a team leader in remote desktop support, preferably with international clients.
• Proficiency in using remote support tools and technologies.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
• Experience with MFA solutions, such as Yubikey, and VPN technologies.
• Excellent communication skills and cultural sensitivity to effectively interact with clients from diverse backgrounds.
• Ability to work independently and collaborate effectively in a remote team environment.
• Experience using collaboration tools like Slack for communication and Jira for ticket management.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Certifications in relevant technologies (e.g., CompTIA A+, Network+, Security+).
• Experience supporting a diverse range of operating systems, including Windows, macOS, and Linux.

Key skills/competency:

• Remote Support
• Technical Troubleshooting
• IT Systems Management
• Customer Service Excellence
• Team Leadership
• SLA & KPI Management
• Jira Ticketing System
• VPN Configuration
• Multi-factor Authentication (MFA)
• Operating System Support (Windows, macOS, Linux)