Lead - IT Operations @ System Soft

• Supervise and lead a team of support desk technicians.
• Recruit, train, and develop support staff.
• Set performance goals, provide feedback, and conduct performance evaluations.
• Ensure timely resolution of technical issues and requests.
• Monitor and manage service level agreements (SLAs) to meet or exceed customer expectations.
• Implement best practices and processes for service delivery.
• Allocate and manage resources effectively to meet service demands.
• Maintain an inventory of hardware, software, and equipment required for support.
• Stay current with industry trends and technologies to provide expert guidance to the team.
• Assist in troubleshooting and resolving complex technical issues or escalations
• Serve as a point of contact for escalated customer inquiries or complaints.
• Ensure excellent customer service and satisfaction.
• Analyze support desk metrics and data to identify recurring issues and propose solutions.
• Troubleshoot and resolve technical issues when necessary.
• Develop and maintain documentation for support processes, procedures, and knowledge base articles.
• Ensure that technicians follow documented procedures.
• Implement and enforce security policies and compliance standards related to IT support.
• Monitor for security threats and take appropriate actions.
• Manage the support desk budget, including forecasting and cost control.

Requirements

• Bachelors degree in computer science, information technology, or a related field is preferred. Relevant certifications like ITIL, CompTIA A+, and HDI Support Center Manager are often beneficial.
• Several years of experience in IT support or a related field, including at least 1-2 years in a supervisory or management role.
• Strong technical knowledge and proficiency in various operating systems, software applications, and hardware components. Familiarity with IT service management (ITSM) tools is important.
• Excellent leadership and team management skills, including the ability to motivate, mentor, and develop support staff.
• Effective written and verbal communication skills to interact with team members, customers, and stakeholders.