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Team Leader

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Technical Support Team Lead Position

We are seeking a highly skilled and experienced Technical Support Team Lead to oversee the day-to-day technical operations of our customer support desk.

Main Responsibilities
  • To lead a team of technical specialists, responsible for providing exceptional customer service and ensuring that all technical issues are resolved efficiently.
  • To manage queues, priorities, and escalations, as well as coach team members on triage, logs, and runbooks.
  • To own shift rosters with Operations Lead and ensure 24×7 coverage without burnout.
Incident Management & Triage
  • To act as the initial incident commander for high-priority incidents, stabilizing, isolating, and parallelizing workstreams.
  • To validate signals from monitoring tools, correlation, and rollback/containment calls.
  • To ensure clean handoffs to Infrastructure Level 3 teams with complete context, logs, and timelines.
Service Delivery & Quality Assurance
  • To maintain a Service Level Agreement (SLA) of >95% on P2-P4 incidents, targeting a reduction in Mean Time To Resolve (MTTR) by 20% within 90 days.
  • To maintain service desk tool hygiene, including categories, templates, SLA timers, automations, and CSAT workflows.
  • To publish weekly dashboards on SLA, CSAT, reopen rate, backlog aging, and top problem themes.
Culture of Knowledge & Prevention
  • To convert solved tickets to knowledge base articles and runbooks, aiming for 80% runbook coverage for recurring issues.
  • To raise Problem tickets for chronic incidents and drive Root Cause Analysis (RCA) and corrective actions with Infrastructure and Development teams.
  • To partner with Security and SOC teams for alert tuning and playbooks on security-related events.
Effective Communication
  • To ensure timely incident updates, final RCA letters, and release/maintenance communications to customers.