IT Support Leadership Role
1 week ago
Job Summary
">The Technical Support Team Lead oversees the work of a technical team, effectively managing, coaching, and developing the support team to drive and deliver key support metrics. This role involves building strong relationships with customers to ensure their needs are met and exceeded.
Key Responsibilities
">- Oversee the work of the technical team, ensuring high-quality case management and meeting Service Level Agreements.
- Manage, coach, and develop the support team to optimize processes and improve efficiency.
- Drive key support metrics, best practices, knowledge-based content, and methodologies.
- Build strong relationships with customers to understand their needs and exceed expectations.
- Delegate work and assignments to team members, promoting collaboration and teamwork.
Candidate Profile
">- A degree in business or IT-related discipline is required.
- Strong commitment to customer satisfaction and excellence.
- Proactive, positive, and self-starter attitude with a passion for process improvement.
- Prioritize customer needs, escalate issues where necessary, and communicate complex problems to all audiences.
- Strong interpersonal skills to develop and manage relationships at all organizational levels.
- Ability to adapt messages for different audiences and de-escalate tense incidents.
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