Technical Support Team Lead

The Technical Support Lead will be responsible for managing the day-to-day operations of the technical support team, ensuring timely and efficient resolution of all IT-related issues. The individual will oversee a team that provides direct technical support to employees, troubleshooting and resolving hardware and software problems. The lead will be accountable for maintaining a high standard of customer service and satisfaction, ensuring all systems operate smoothly, and ensuring issues are resolved within agreed SLAs.

Key Responsibilities:

· Lead the technical support team in troubleshooting, diagnosing, and resolving hardware, software, and network issues.

· Manage and prioritize support tickets to ensure timely resolution based on severity and impact.

· Maintain an up-to-date knowledge base for common problems and solutions.

· Oversee installations, updates, and patches for software and hardware as needed.

· Provide reports on team performance, ticket resolution times, and user satisfaction to management.

· Ensure adherence to best practices for troubleshooting and system monitoring.

· Maintain excellent communication with end users, ensuring they are informed of issue statuses and resolutions.

Key Requirements:

· Graduate of Information Technology, Computer Science, or any related courses.

· Proven experience as a Technical Support Lead or 3+ years' experience in technical support, help desk, or IT administration roles.

· Preferably has experience working in a high-pressure environment with diverse technical challenges.

· Strong knowledge of Windows and MacOS.

· Familiarity with remote support tools, network monitoring and ticketing systems.

· In-depth knowledge of IT infrastructure, systems, and networking.

· Strong analytical and problem-solving skills.

· Ability to communicate complex technical concepts to non-technical users.

· Experience with ticketing systems and remote support tools.

· Strong organizational skills with the ability to manage multiple tasks and priorities.

· Excellent leadership skills and the ability to motivate a team.

· Proactive approach to identifying potential issues and preventing problems.

· Ability to work under pressure and meet deadlines.

· Effective delegation and prioritization skills.