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 combines Service Desk leadership, onsite technical assistance, and the design of workshops to ensure timely issue resolution, user satisfaction, and continuous service improvement.

Key responsibilities

• Lead daily Service Desk activities, ensuring timely, accurate, and professional handling of beneficiary requests and incidents.
• Act as escalation point for complex or high‑priority issues, meeting agreed SLA targets.
• Monitor ticket queues, response times, resolution rates, and satisfaction metrics, and maintain proper documentation in the Service Management system.
• Coordinate with internal IT teams, vendors, and third‑party support to resolve technical problems efficiently.
• Plan, manage, and execute onsite support visits, hardware/software installations, upgrades, and troubleshooting across beneficiary locations.
• Capture onsite issues and lessons learned to enrich Service Desk knowledge.
• Design, plan, and deliver workshops that improve beneficiary knowledge, adoption, and effective use of systems and tools.
• Create and maintain training materials, user guides, FAQs, and knowledge‑base articles.
• Serve as the voice of the beneficiary, gathering feedback, tracking complaints, and proposing service improvements.
• Prepare regular reports on Service Desk performance and continuous‑improvement initiatives.

Required profile

• Proven experience leading Service Desk operations and managing escalation processes.
• Demonstrated ability to coordinate onsite technical support across multiple locations.
• Experience designing and delivering training workshops or user‑adoption sessions.
• Strong communication skills with a beneficiary‑first mindset.

Required skills

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