Job Summary
We are looking for an experienced Technical Support Team Lead to manage and lead our technical support operations. The ideal candidate will have a strong background in Help Desk support, Network & Security, and System Administration, along with proven leadership skills to manage a support team and ongoing customer support projects.
This role requires both hands-on technical expertise and team leadership, ensuring high service quality, SLA compliance, and customer satisfaction.
Key Responsibilities
- Lead, manage, and mentor the technical support team (L1/L2).
- Oversee daily support operations and ongoing support projects.
- Act as an escalation point for complex technical issues.
- Ensure compliance with SLAs, response times, and service quality standards.
- Coordinate with customers and internal teams to resolve incidents and requests.
- Plan team schedules, workload distribution, and performance monitoring.
- Prepare regular support reports and improvement plans.
- Participate in system upgrades, network/security implementations, and troubleshooting.
- Ensure proper documentation, knowledge base updates, and standard operating procedures (SOPs).
Technical Requirements
- 4+ years of experience in Technical Support / IT Operations.
- Strong experience in Help Desk & IT Support environments.
- Solid knowledge of Network Technologies (LAN/WAN, Switching, Routing, Firewalls).
- Hands-on experience with Network & Security solutions (Firewall, VPN, Endpoint, Security Policies).
- Experience in System Administration:
- Windows Server (AD, DNS, DHCP, GPO)
- Basic Linux administration is a plus
- Experience with ticketing systems and ITSM tools.
- Understanding of backup, monitoring, and patch management.
Leadership & Soft Skills
- Proven experience in leading and managing technical support teams.
- Strong problem-solving and decision-making skills.
- Excellent communication and customer-handling skills.
- Ability to work under pressure and manage multiple priorities.
- Strong documentation and reporting skills.
Preferred Certifications (Plus)
- ITIL Foundation
- Microsoft (MCSA/MCSE)
- Network certifications (CCNA or equivalent)
- Security certifications (Fortinet, Sophos, Kaspersky, or similar)
