
Technical Support Team Lead
2 days ago
The IT Service Desk Lead drives service delivery excellence by overseeing a team of technicians to provide 24/7 support across the organization.
This role requires strong technical expertise and leadership skills to enhance service standards, reduce resolution times, and improve user satisfaction.
Key Responsibilities:
- Lead daily operations for a team of technicians and supervisors.
- Manage shift scheduling, workload balancing, and real-time queue monitoring to ensure SLA adherence.
- Provide guidance and support on complex or high-impact tickets escalated within the team.
- Monitor ticket quality, documentation standards, and user communication, providing coaching as needed.
- Conduct performance check-ins and promote professional development through mentoring and feedback.
Requirements:
- 5+ years of experience in IT support, with at least 1–2 years in a team lead, senior agent, or supervisory role.
- Strong technical knowledge of Microsoft 365, Windows OS, enterprise tools, and remote troubleshooting.
- Familiarity with ticketing platforms such as ServiceDesk Plus, ServiceNow, or equivalent.
- Proven ability to coach, develop, and support frontline staff in a high-volume environment.
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