Support Team Lead

Job DetailExperience Level ManagerDegree Type Bachelor of Science (BS)Employment Full TimeWorking Type On SiteJob Reference 0000021849Salary Type AnnuallyIndustry Managed Services ProviderSelling Points Lead impactful IT support operations, fostering team growth and client satisfaction. Drive technical excellence and process improvements in a dynamic environment. Advance your career with leadership opportunities in IT services.Job DescriptionSupport Team Lead OverviewThe Support Team Lead will oversee IT support operations, ensuring efficient and effective resolution of technical issues.Lead a team of IT support professionals, fostering collaboration and professional growth.Act as the primary escalation point for complex technical problems, delivering expert troubleshooting guidance.Collaborate with business units to align IT services with organizational needs and expectations.Develop and maintain strong client relationships to ensure service excellence and satisfaction.Implement and monitor ITIL best practices to enhance support team operations and service delivery.Prepare and present performance reports, identifying trends and opportunities for improvement.Contribute to process improvement initiatives to optimize support team efficiency and effectiveness.Support Team Lead Key Responsibilities & DutiesLead 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.Support Team Lead Job RequirementsBachelor 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.