technical support team lead.

In this leadership role, you will be at the forefront of the IT support function, ensuring the seamless delivery of technical assistance across the organization. Your responsibilities will include:

• Spearheading a team of support specialists, managing escalations, and overseeing ticket resolution to meet and exceed SLAs.
• Providing comprehensive hands-on and remote support for hardware, software (Windows/Mac), networking, and mobile devices (ABM/KNOX).
• Acting as a key contact for VIP users, delivering personalized and prompt technical solutions.
• Managing the full lifecycle of IT assets, including inventory, deployment, and maintenance, and assisting with financial tasks like purchase orders.
• Leading IT support for company events, including the setup and management of Audio-Visual (AV) systems.
• Driving continuous improvement by developing and implementing standard operating procedures (SOPs), creating training documentation, and promoting user self-service tools.
• Serving as a subject matter expert on Office 365, empowering users to leverage its full capabilities.
• Managing IT infrastructure tasks, including support for IT rooms, network upgrades, and participation in maintenance activities like power shutdowns.

about the manager/team

You will be leading and mentoring a dedicated team of desktop support technicians. The core of this role is to cultivate a collaborative, positive, and high-performing team environment. You will guide your team through complex technical challenges, manage their performance through clear KPIs, and champion a customer-centric approach to service delivery. Your leadership will be crucial in ensuring the team remains proficient with the latest technologies and consistently provides exceptional support.

skills and experience required

To be successful in this role, you should have:

• Proven experience in a team leadership or senior desktop support capacity, preferably within a large multinational corporation (MNC).
• Expert proficiency in supporting Windows, Mac, and mobile (iOS/Android) platforms.
• Strong technical knowledge of Active Directory, Microsoft 365 Suite (including Power Platform), and Mobile Device Management (MDM) solutions.
• Solid understanding of networking principles, printing solutions, and asset management.
• Demonstrated experience in managing vendors, escalations, and support ticketing systems.
• Exceptional leadership, interpersonal, and communication skills, with the ability to explain technical concepts to non-technical users.
• A strong customer service orientation with a track record of handling issues professionally and effectively.

To apply online please use the 'apply' function. (EA: 94C3609/ R1440037 )