IT Support Lead

Responsibilities: 

• Team Management: Lead and supervise a team of on-site support engineer, ensuring they provide high-quality service and support.
• Technical Support: Provide hands-on technical support to resolve hardware and software issues, including troubleshooting, installations, and maintenance.
• Client Relations: Foster strong relationships with clients, understanding their needs and ensuring their satisfaction with the support services provided.
• Incident Management: Oversee the identification, logging, and resolution of incidents, ensuring that issues are resolved promptly and effectively.
• Reporting: Prepare and present regular reports on support operations, including incident trends, team performance, and client feedback.
• Training and Development: Mentor and train on-site support engineers, promoting continuous learning and professional development.
• Process Improvement: Identify and implement improvements to support processes, enhancing efficiency and effectiveness.
• Compliance: Ensure that all support activities comply with company policies and industry regulations.

Requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 10 years of experience in IT on-site support, with at least 5 years in a supervisory or lead role.
• Technical Skills: Strong knowledge of hardware, software, networking, and troubleshooting techniques.
• Leadership Skills: Proven ability to lead and motivate a team, with excellent problem-solving and decision-making abilities.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with clients and team members.
• Customer Service: Strong customer service orientation, with a commitment to meeting and exceeding client expectations.
• Certifications: Relevant certifications such as Network+ or ITIL are highly desirable.
• Analytical Thinking: Ability to analyze complex technical issues and develop effective solutions.
• Attention to Detail: Keen attention to detail to ensure accurate and thorough resolution of technical problems.
• Team Collaboration: Strong team collaboration skills, with the ability to work effectively with colleagues and clients.
• Adaptability: Flexibility to adapt to changing client needs and technological advancements.
• Time Management: Excellent time management skills, with the ability to prioritize tasks and manage multiple responsibilities.