PSD Team Lead

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