Job Description

Description:
CTG is seeking a Team Lead. This position oversees a team of support technicians on the Service Desk in the day-to-day operations in order to achieve client specific SLAs. Develops and enhances support technicians in the areas of professionalism, quality, productively, and customer service.
Responsibilities and Duties

• Maintain professional and positive communication through both written and verbal channels
• Manage support technicians on team to meet or exceed operational goals and metrics
• Manage contact queues to meet Service Level Agreements for clients
• Develop training materials when applicable. Maintain training materials as needed.
• Perform and organize new hire training to new team members and cross training to existing team members (as needed).
• Responsible for distributing communication to team members
• Stay abreast and share changes to process and policies related to clients and CTG
• Oversee the review of support technician interactions including contact quality and ticket documentation
• Provide constructive feedback and opportunities for improvement when coaching support technicians
• Ability and willingness to address contacts/channels when needed
• Responsible for overseeing activities on team/client
• Coordinate the daily activity of support technicians/Senior support technicians
• Delegate activities to team members as needed
• Bring all client inquiries to CTG Manager in order to plan for additional follow-up. When applicable, review and respond to client inquiries in a timely manner.
• Participate in Client meetings as appropriate
• Conduct employee appraisals on assigned staff members
• Oversee professional development of support technicians
• Review/Manage Direct Reports' Timesheets and Time Off Requests
• Manage the Team Schedule/Adherence/Attendance in Calabrio
• Perform other related duties as assigned

Qualifications

• All the qualifications of a Senior Support technician
• Relevant experience working in a Service Desk environment
• Excellent team-building, leadership, decision-making, communication, analytical, and management skills
• Ability to manage several projects concurrently
• Schedule flexibility

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.
CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.
To Apply:
To be considered, please apply directly to this requisition using the link provided. For additional information, please contact Krista Eckard at Krista.Eckard@ctg.com. Kindly forward this to any other interested parties. Thank you!
The expected base salary for this position ranges from $45,000 to $65,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered. About Us:
CTG, a Cegeka company, is at the forefront of digital transformation, providing IT and business solutions that accelerate project momentum and deliver desired value. Over nearly 60 years, we have earned a reputation as a faster and more reliable, results-driven partner. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG leverages the expertise of over 9,000 team members in 19 countries to provide innovative solutions. Together, we operate across the Americas, Europe, and India, working in close cooperation with over 3,000 clients in many of today's highest-growth industries. For more information, visit .
Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people define our culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work Certified(TM) company across many of our global operations.
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.

Skills Required