IT Support Leadership Opportunity
About this role: As a Technical Support Team Leader, you will play a pivotal part in guiding our customer-facing Technical Support Officers to ensure timely and effective resolution of technical issues. Your expertise in IT support will have a significant impact on the team's performance.
Key Responsibilities:
* Service Level Management
* Incident and Problem Management
* Service Improvement
* Resource Allocation and Management
* Capability Development
The successful candidate must be willing to respond to urgent issues that may arise outside of regular working hours during scheduled on-call periods. Your ability to communicate effectively and manage relationships with stakeholders across all levels of the business will be key to maintaining trust and delivering results.
Requirements:
* Extensive IT industry experience, including leadership roles
* Experience running or supporting a large, high-volume Technical Support Centre/Service Desk
* Technical ability to resolve Level 1 and Level 2 Service Operations tickets and troubleshoot issues across the SRG landscape before escalation
* IT Service Management platform configuration, reporting, and management experience
* Ability to convey complex ideas clearly and concisely to both technical and non-technical audiences
* Ability to thrive in a high-pressure, fast-moving environment while anticipating and overcoming roadblocks
* ITIL Certification
* Working knowledge of various IT systems, including Windows Server, ERP systems, O365, SaaS applications, Networking, Remote administration tools, Mobility and iOS, Exchange, Active Directory/Group Policy, File system/security group permissions, Printers and Cisco Call Manager, Microsoft Office, Windows OS, and PC/Mac hardware
In this challenging yet rewarding role, you will have the opportunity to work closely with the team to drive service delivery excellence and enhance user experience. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.