Job Description
In this full-time, permanent role, you will work as part of a dynamic team to create lasting change for children everywhere. As a Technical Support Team Leader, you play a crucial role in delivering our vision by overseeing, mentoring, and guiding the technical support team to ensure efficient resolution of customer issues and the highest level of customer satisfaction.
You will make a significant impact by:
* Leadership: Mentor and support the technical support team. Foster a positive team environment and motivate the team to achieve their best performance.
* Technical Guidance: Provide technical expertise and guidance to the team for troubleshooting complex issues. Serve as an escalation point for unresolved issues and foster learning and development opportunities for the team.
* Customer Support: Ensure timely and accurate resolution of customer inquiries and technical issues. Maintain high customer satisfaction levels by monitoring support interactions and feedback.
* Process Improvement: Develop and implement processes to improve efficiency and effectiveness of the technical support team. Identify areas for improvement and recommend solutions.
* Collaboration: Work closely with other departments such as Product Development, Quality Assurance, and Sales to ensure seamless communication and resolution of technical issues.
* Reporting: Prepare and present regular reports on team performance, customer issues, and other relevant metrics to the IT Leadership Team.
A place to feel valued:
Your deep expertise in providing operational support experience in customer-facing roles is invaluable.
This role requires:
* L2 support and administration experience with Windows 10/11 and Intune, Active Directory and Entra, SharePoint and Teams, Microsoft 365 Apps, and Desktop application.
* Experience configuring, maintaining, and troubleshooting IT systems.
* A strong focus on service delivery with a desire to innovate, improve processes, support others, and collaborate.
* Demonstratable people leadership skills.
A place to belong:
We value diversity and celebrate individuality. We offer a range of rewards for your hard work and dedication, including:
* Opportunity to work on additional projects to enable you to stretch and feel connected to programs in a different way.
* Individual learning plans to help map and deliver on your career development.
* Internal employment and development opportunities.
* Support for workplace wellness, including access to our free, confidential Employee Wellbeing Program.
* Celebrate and feel supported in your diversity. We have established internal networks to support our diverse workforce, foster inclusion, and allow you to bring your whole self to work.
* Extra leave to use in a range of ways to ensure you're able to perform at your optimum.