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Job Title: Technical Support Team Lead
OverviewThe Technical Support Team Lead is responsible for managing the day-to-day technical operations of our customer support desk, ensuring timely incident updates and final RCA letters. This role involves leading a team of 15+ members, driving first-time fix and SLA adherence, and tightening runbooks, monitoring, and handoffs with the Infra team.
Key Responsibilities- Team & Queue Leadership: Run daily stand-ups, manage queues, priorities, and escalations, coach L1/L2 on triage, logs, and runbooks, conduct weekly QA scoring and 1:1s, and own shift rosters with Ops Lead.
- Technical Triage & Incident Management: Act as initial incident commander for P1/P2, stabilize, isolate, parallelize workstreams, validate signals from monitoring tools, correlation, and rollback/containment calls, ensure clean handoffs to Infra L3 with complete context, logs, and timelines.
- SLA, Quality & Tooling: Maintain >95% SLA on P2–P4, target MTTR ↓ 20% in 90 days, maintain service desk tool hygiene, categories, templates, SLA timers, automations, and CSAT workflows, publish weekly dashboards: SLA, CSAT, reopen rate, backlog aging, top 10 problem themes.
- Hands-on experience with Windows Server, AD, RDP, IIS, basic Linux, networking (NAT, VPN, SSL, DNS), certificates.
- Virtualization/cloud: VMware/vCenter, CloudStack/OpenStack basics, snapshots/DR.
- Security/monitoring: FortiGate or PFsense, HAProxy, Wazuh/ELK, PRTG/Prometheus, backups.
- Tools: ManageEngine ServiceDesk Plus (SLA, automation, reports), Excel/Sheets, PowerShell/Bash.
- ITIL Foundation (or equivalent exposure).
- Opportunity to lead a team of 15+ members.
- Chance to drive first-time fix and SLA adherence.
- Role involves working closely with the Infra team.
