Information Technology Team Lead

Job Description

Overview

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.

Job Responsibilities

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• Lead and manage the IT support team, ensuring high-quality service delivery.
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• Schedule and assign daily tasks, monitoring team performance and adherence to KPIs.
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• Handle escalated technical issues, providing expert-level troubleshooting and guidance.
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• Develop and implement efficient procedures for incident and request management.
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• Maintain clear communication with clients, addressing concerns and ensuring satisfaction.
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• Conduct root cause analysis for recurring issues, implementing long-term fixes.
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• Create and maintain documentation, including knowledge base articles and SOPs.
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• 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.
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• Minimum 4 years of experience in IT support; 8 years preferred.
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• Proven leadership experience managing IT support teams and operations.
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• Strong knowledge of ITIL best practices and IT service management tools.
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• Expertise in troubleshooting hardware, software, networking, and cloud technologies.
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• Relevant certifications such as ITIL, Microsoft Certified, or Cyber Security are advantageous.
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• Exceptional communication and client relationship management skills.
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• Ability to prioritize tasks and manage multiple responsibilities effectively.
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