Team Lead - IT Operations

We are looking for an IT Suport Team Lead for one of our clients.

Your Job Scope Is As Follows
• Provide expertise and advanced-level technical support to technician and end-users.
• Overseeing the technical operations of the service desk team, providing expert-level technical support, and leading the team in diagnosing and resolving complex technical issues.
• Diagnose and resolve escalated issue and complex hardware, software, and network issues.
• Participate in the team's skills development and knowledge management.
• Maintain comprehensive and up-to-date documentation of service desk processes, procedures, and knowledge base articles.
• Serve as the technical expert for the service desk team, providing guidance on complex technical issues.
• Conduct dedicated training sessions and workshops to enhance technical skills of the team.
• Promote a culture of knowledge sharing and continuous learning within the team.
• Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes.
• Develop and maintain incident response procedures and documentation.
• Conduct root cause analysis for recurring problems and implement long-term solutions.
• Identify opportunities for service improvements and implement changes to enhance efficiency and effectiveness.
• Evaluate and recommend new tools, technologies, and processes to improve service delivery.
• Lead or participate in special projects aimed at enhancing the efficiency and effectiveness of the service desk.

Experience
• Bachelor's degree in information technology, Computer Science, or a related field.
• Minimum of 5-8 years of experience in a technical support and Leading Team.
• Proven track record of successfully managing a service desk team and resolving complex technical issues.

Technical Skills
• Advanced knowledge of computer hardware, software, and networking concepts.
• Proficiency with Windows, Linux and/or Mac operating systems.
• Knowledge of common office software applications (e., Microsoft Office Suite).
• Experience with ITSM tools and ticketing systems (ServiceNow or others).
• Advanced troubleshooting and problem-solving skills.

Soft Skills
• Strong problem-solving and analytical skills.
• Strong leadership and team management abilities.
• Excellent verbal and written communication skills.
• Customer-focused with a commitment to delivering high-quality service.
• Ability to work under pressure and manage multiple priorities.

Certifications
• ITIL Foundation or other relevant certifications.
• Advanced certifications (e., MCSE, CCNA, ITIL Practitioner) are highly desirable.

(ref:hirist.tech)