Lead IT Support
3 days ago
Leading and mentoring the Technical Support Team by overseeing the day-to-day operations of the IT support team
- Design automation approach for the streamlining of all support-related workflows and reporting end-to-end
- Run day-to-day DevOps activities, working closely with the engineering team &infrastructure team
- Establishing, recommending, and implementing policies to ensure the quality, timely and efficient design of customer-oriented services
- Oversee all product and project systems used by the clients by using a ticketing system and automated self-service tools
- Working effectively with other teams to implement strategies to establish and enforce the PS department policies, guidelines, and user support standards
- Ensuring IT Support teams are abiding by ticketing expectations and tracking the resolution of problems
- Enabling fast and successful resolution of issue management
- Analyzing existing operations and scheduling training sessions and meetings to discuss improvements
- Motivating staff and creating a space where they can ask questions and voice their concerns
- Being transparent with the team about challenges, failures, and successes
- Bachelors degree in Computer Science, Informatics, Computer engineering, or related field preferred
- Previous experience in a leadership or management role, preferably in the IT sector is a plus
- Demonstrated interpersonal skills including communication, mentoring, coaching, and the ability to interact with colleagues at all levels
- Proven people management and leadership skills
- Have strong analytical thinking and problem-solving capabilities
- Able to multi-task efficiently under time pressure
- Ability to work with mínimal supervision
- Proven experience in managing service and support-focused team culture
- Good understanding of Networking, Computer Hardware, and Applications
- Having experience as an IT Support Engineer and IT Support Lead is a plus
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