IT Support Team Lead
2 weeks ago
About the Role
We are seeking a seasoned IT Support Team Lead - Technical Operations to oversee the day-to-day activities of our IT support team and ensure the delivery of exceptional technical support services.
Key Responsibilities:
- Supervise a team of IT support technicians to guarantee timely and effective resolution of IT support tickets, incidents, and requests.
- Serve as the escalation point for complex technical issues, ensuring prompt resolution and minimal downtime.
- Optimize the use of ServiceNow for ticket management, reporting, and workflow automation.
- Analyze helpdesk performance metrics and generate reports to identify trends and areas for improvement.
- Train, mentor, and evaluate helpdesk staff to foster a collaborative and customer-focused environment.
- Collaborate with other IT departments to align helpdesk operations with overall IT strategies and initiatives.
- Maintain adherence to established SLAs (Service Level Agreements) and recommend adjustments to enhance service quality.
- Manage onboarding and offboarding processes from a technical perspective to ensure smooth transitions.
- Stay current with emerging technologies and best practices to continuously improve the helpdesk function.
Requirements:
- Experience: 1-3 years in an IT support/helpdesk environment, with at least 1 year in a supervisory role.
- Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Technical Skills:
- Proficiency in ServiceNow for incident and request management.
- Strong knowledge of IT support best practices, tools, and methodologies.
- Familiarity with Windows, Mac, and mobile operating systems.
- Understanding of networking concepts, hardware troubleshooting, and software support.
- Leadership Skills: Proven ability to lead a team, manage workloads, and handle escalations effectively.
- Soft Skills: Excellent communication, problem-solving, and organizational skills.
Preferred Qualifications:
- ITIL certification or familiarity with ITIL frameworks.
- Experience implementing or optimizing ServiceNow workflows.
- Knowledge of cybersecurity principles and practices.
Salary Estimate:$65,000 - $85,000 per annum, depending on location and experience.
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