Support Team Lead Overview • The Support Team Lead will oversee IT support operations, ensuring efficient and effective resolution of technical issues. • Lead a team of IT support professionals, fostering collaboration and professional growth. • Act as the primary escalation point for complex technical problems, delivering expert troubleshooting guidance. • Collaborate with business units to align IT services with organizational needs and expectations. • Develop and maintain strong client relationships to ensure service excellence and satisfaction. • Implement and monitor ITIL best practices to enhance support team operations and service delivery. • Prepare and present performance reports, identifying trends and opportunities for improvement. • Contribute to process improvement initiatives to optimize support team efficiency and effectiveness. Support Team Lead Key Responsibilities & Duties • Lead and manage the IT support team, ensuring high-quality service delivery. • Schedule and assign daily tasks, monitoring team performance and adherence to KPIs. • Handle escalated technical issues, providing expert-level troubleshooting and guidance. • Develop and implement efficient procedures for incident and request management. • Maintain clear communication with clients, addressing concerns and ensuring satisfaction. • Conduct root cause analysis for recurring issues, implementing long-term fixes. • Create and maintain documentation, including knowledge base articles and SOPs. • Prepare and present detailed reports on team performance and operational metrics. Support Team Lead Job Requirements • Bachelor of Science (BS) degree in a relevant field is required. • Minimum 4 years of experience in IT support; 8 years preferred. • Proven leadership experience managing IT support teams and operations. • Strong knowledge of ITIL best practices and IT service management tools. • Expertise in troubleshooting hardware, software, networking, and cloud technologies. • Relevant certifications such as ITIL, Microsoft Certified, or Cyber Security are advantageous. • Exceptional communication and client relationship management skills. • Ability to prioritize tasks and manage multiple responsibilities effectively.