
Technical Support Team Lead
1 day ago
Job Title: Technical Support Team Lead
Description:This role oversees the entire technical support process, from initial request to resolution. The successful candidate will have exceptional leadership skills and a deep understanding of IT service delivery.
Key Responsibilities:- Manage 100% of incoming requests, incidents, and problems.
- Develop and implement training programs for L1/L2 technical support engineers.
- Maintain high levels of service availability (24X5/7) and SLA adherence.
- Establish best practices in service delivery through ITIL standards.
- Act as the escalation point for all requests and incidents.
- Lead projects to improve IT and support helpdesk operations.
Additional Responsibilities:
- Document and maintain IT service desk policies, procedures, records, and reports.
- Oversee IT asset management.
- Coordinate vendor relationships for procurement, repair, and maintenance services.
- Foster positive relationships with end-users and drive customer satisfaction.
- Develop and maintain a comprehensive knowledge base for technical support.
- Recruit, select, orient, and train departmental staff.
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