Beneficiary Care Lead

About the role

The Beneficiary Care Lead is responsible for delivering a high‑quality, end‑to‑end support experience for beneficiaries. This role oversees Service Desk operations, coordinates onsite technical assistance, and runs structured workshops to ensure timely issue resolution, user satisfaction, and continuous service improvement.

Key responsibilities

• Lead daily Service Desk activities, monitor ticket queues, and act as escalation point for complex issues while ensuring SLA compliance.
• Coordinate onsite support across beneficiary locations, providing hands‑on assistance for hardware, software, network, and application problems.
• Design, plan, and deliver workshops and training sessions to improve beneficiary adoption and digital literacy.
• Serve as the voice of the beneficiary, gathering feedback, tracking satisfaction metrics, and proposing service enhancements.
• Prepare regular reports on Service Desk performance and drive continuous improvement of processes and knowledge base content.

Required profile

• Proven experience leading Service Desk or technical support operations.
• Strong stakeholder‑management and communication skills.
• Ability to coordinate onsite teams and manage field visits.
• Experience designing and delivering user‑focused training workshops.
• Analytical mindset for reporting and service‑quality improvement.

Required skills

• ITIL‑based support practices.
• Service Management system usage (ticketing, documentation, reporting).
• Hardware troubleshooting.
• Software troubleshooting.
• Network troubleshooting.