Team Lead – Service Desk

About the role

HCL Technologies is seeking an experienced Team Lead to manage a Service Desk team at its Global Delivery centre in Morocco. The role focuses on driving operational excellence, maintaining high customer satisfaction, and ensuring compliance with key performance indicators.

Key responsibilities

• Ensure consistent achievement of SLAs such as CSAT, process compliance, and other operational KPIs.
• Drive performance through regular team reviews, coaching, and feedback.
• Monitor adherence to schedules, login hours, and manage unscheduled leaves.
• Proactively address team concerns and provide timely support and resolutions.
• Facilitate retention by fostering a positive and motivating team environment.
• Support training and development initiatives to enhance team capability and performance.
• Inspire and engage team members to perform at their best and grow professionally.
• Promote a culture of continuous improvement and excellence.
• Ensure all agreed execution parameters are consistently met or exceeded.

Required profile

• Proven experience in team management or supervision (minimum 1–2 years preferred).
• Strong leadership, motivation, and people‑management abilities.
• Proficiency in French (B2+) and English (B2+).
• Good understanding of operational KPIs such as CSAT, AHT, and adherence.
• Ability to handle pressure and lead a team in a dynamic environment.
• Excellent communication and interpersonal skills.
• Problem‑solving mindset with attention to detail.

Required skills