Sonora Quest Laboratories is seeking a PSD Team Lead to guide a technical support team delivering high-quality software and IT services. You will coordinate daily operations, oversee incident and request handling, and ensure timely resolution of complex technical issues. Partner with cross-functional teams to improve processes, implement best practices, and support key projects. Mentor and develop team members, track performance metrics, and promote a collaborative, innovative culture. This role offers growth opportunities, exposure to cutting-edge solutions, and the chance to shape service excellence for diverse business clients.
Responsibilities
- Lead and mentor a team of technical support analysts to meet service and quality goals.
- Oversee daily service desk operations, ensuring timely resolution of incidents and requests.
- Coordinate escalation and resolution of complex technical issues with cross-functional teams.
- Monitor and report on performance metrics, SLAs, and service quality indicators.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Support rollout of new software solutions and changes impacting end users.
- Develop team skills through coaching, feedback, and training opportunities.
- Foster a collaborative, customer-focused culture aligned with company values.
Required Skills
- Technical support leadership
- IT service management (ITSM)
- Incident and problem management
- Service desk operations
- Ticketing systems (e.g., Service
- Now, Jira)
- Software troubleshooting
- Performance metrics and reporting
- Process improvement
- Customer service and communication
- Team coaching and mentoring