
Senior IT Professional for Technical Support Role
2 weeks ago
Technical Support Lead
Job DescriptionWe are seeking a seasoned IT professional to oversee our technical support function. The successful candidate will have a strong background in ITIL and experience in managing complex technical issues.
The Technical Support Lead will be responsible for managing 100% of technical requests, incidents, and problems. This includes training, coaching, and mentoring L1/L2 Technical Support Engineers to ensure they have the necessary skills to resolve issues efficiently.
The role also involves ensuring 24X5/7 service availability and SLA adherence. This includes establishing and implementing ITIL standards in service delivery practices and acting as an escalation point for all technical issues.
Additionally, the Technical Support Lead will lead IT and Support Helpdesk projects to achieve on-time and quality closure. They will also maintain IT service desk policies, procedure documentation, records, and reports in compliance with organizational requirements.
Key Responsibilities:
- Manage technical requests, incidents, and problems
- Train and coach L1/L2 Technical Support Engineers
- Ensure service availability and SLA adherence
- Establish and implement ITIL standards
- Act as escalation point for technical issues
- Lead IT and Support Helpdesk projects
- Maintain IT service desk policies and records
The ideal candidate will have a graduate degree in Engineering or a Technical discipline with knowledge of servers and desktop O.S., O365, networking, firewall, Windows AD, Domain controller, etc.
They will also have at least 15 years of total IT experience with a minimum of 5 years of experience in IT Helpdesk/Service Desk management in an Enterprise environment.
A 24X5/7 Global Support Operations Management ITIL Certification is also highly desirable.
Preferred Candidate Profile:
- Graduate in Engineering/Technical discipline
- At least 15 years of IT experience
- ITIL Certification
We offer a competitive compensation package and excellent opportunities for career growth and development.
About UsOur company provides solutions to elevate financial and clinical performance.
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