Team Lead

HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.

If you want to be part of the HCL adventure, we are currently expanding and looking for a Service Desk Analyst to join our dynamic team in our Global Delivery center in Morocco.

Job Description:

We are looking for an experienced and motivated Team Lead to manage and guide a team toward operational excellence. The ideal candidate will be responsible for driving performance, ensuring process compliance, and fostering team engagement to deliver excellent customer satisfaction (CSAT) and meet key SLAs.

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 Skills & Qualifications:

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