Team Lead IT Support

Summary:
Team Lead will oversee the day-to-day operations of both teams (Service Desk and Desktop Support), ensuring efficient resolution of user issues, high customer satisfaction, and seamless collaboration. Team Lead will be responsible for developing and motivating your team, optimizing processes, and driving continuous improvement within the IT support function.
Responsibilities:
Leadership and Team Management:
Provide strong leadership and direction for the Service Desk and Desktop Support teams, fostering a positive and collaborative work environment.
Set clear performance expectations, conduct regular performance reviews, and provide ongoing coaching and development for team members.
Identify training needs and implement programs to ensure both teams stay up to date on the latest technologies, best practices, and tools.
Delegate tasks effectively and empower team members to take ownership and accountability.
Process Optimization and Service Delivery:
Develop, implement, and monitor service desk and desktop support processes to streamline work flow and improve efficiency.
Analyze team performance metrics (e.g., call volume, resolution times, customer satisfaction) to identify areas for improvement and implement changes accordingly.
Ensure adherence to IT service management (ITSM) principles and methodologies (e.g., ITIL).
Collaborate with stakeholders across the organization to understand user needs and ensure service delivery meets expectations.
Technical Expertise and Problem Resolution:
Maintain a strong understanding of IT infrastructure, hardware, software, network concepts, and troubleshooting methodologies.
Escalate complex issues to senior IT staff or vendors when necessary.
Stay updated on emerging technologies and industry best practices in service desk and desktop support.
Technology and Tools Management:
Evaluate and implement new technologies and tools to enhance service desk and desktop support capabilities.
Ensure efficient utilization of existing ticketing systems, reporting tools, and knowledge base platforms.
Collaboration and Communication:
Foster strong communication and collaboration between the Service Desk and Desktop Support teams, as well as with other IT departments and business units.
Clearly communicate service level agreements (SLAs) to both teams and ensure adherence.
Prepare reports and presentations to keep stakeholders informed on service desk and desktop support performance metrics.
Qualifications:
Minimum 7 years of experience in IT support or related field, with at least 2 years of experience in a leadership or supervisory capacity.
Proven experience in managing and leading IT service desk and/or desktop support teams.
In-depth knowledge of IT service management (ITSM) principles and methodologies.
Exceptional leadership and communication skills, with the ability to motivate, coach, and delegate effectively.

Work arrangement
No