Information Technology Team Lead
Technology
Job Description
Overview
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We are seeking an experienced Support Team Lead to oversee daily IT support operations, lead a team of technical support professionals, and ensure the delivery of high-quality IT services. This individual will serve as the primary escalation point for complex technical issues, providing hands-on troubleshooting while mentoring and developing team members. The role involves collaborating with internal stakeholders and clients to maintain strong relationships, improve service delivery, and ensure high levels of customer satisfaction.
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Job Responsibilities
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- Lead and manage the IT support team, ensuring high-quality service delivery.
- Schedule and assign daily tasks, monitoring team performance and adherence to KPIs.
- Handle escalated technical issues, providing expert-level troubleshooting and guidance.
- Develop and implement efficient procedures for incident and request management.
- Maintain clear communication with clients, addressing concerns and ensuring satisfaction.
- Conduct root cause analysis for recurring issues, implementing long-term fixes.
- Create and maintain documentation, including knowledge base articles and SOPs.
- Prepare and present detailed reports on team performance and operational metrics.
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Job Requirements
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- Bachelor of Science (BS) degree in a relevant field is required.
- Minimum 4 years of experience in IT support; 8 years preferred.
- Proven leadership experience managing IT support teams and operations.
- Strong knowledge of ITIL best practices and IT service management tools.
- Expertise in troubleshooting hardware, software, networking, and cloud technologies.
- Relevant certifications such as ITIL, Microsoft Certified, or Cyber Security are advantageous.
- Exceptional communication and client relationship management skills.
- Ability to prioritize tasks and manage multiple responsibilities effectively.
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