Technical Support Team Lead
1 month ago
Job Title: Technical Support Team Lead - IT Operations Manager
About Us:
Cepam Kredit Financings, Inc. is a leading provider of innovative financial solutions.
Overview:
The Technical Support Team Lead will oversee the day-to-day operations of the technical support team ensuring timely and efficient resolution of all IT-related issues.
Salary Range: $60,000 - $80,000 per annum
About the Role:
We are seeking a highly skilled Technical Support Team Lead to manage our IT support team, providing direct technical assistance to employees, troubleshooting hardware and software problems and maintaining customer satisfaction.
Key Responsibilities:
- Lead the technical support team in troubleshooting diagnosing and resolving hardware software and network issues.
- Manage and prioritize support tickets ensuring timely resolution based on severity and impact.
- Maintain an up-to-date knowledge base for common problems and solutions.
- Oversee installations updates and patches for software and hardware as needed.
- Provide reports on team performance ticket resolution times and user satisfaction to management.
- Ensure adherence to best practices for troubleshooting and system monitoring.
- Maintain excellent communication with end users ensuring they are informed of issue statuses and resolutions.
Requirements:
- Graduate of Information Technology Computer Science or any related courses.
- Proven experience as a Technical Support Lead or 3+ years' experience in technical support help desk or IT administration roles.
- Preferably has experience working in a high-pressure environment with diverse technical challenges.
- Strong knowledge of Windows and MacOS.
- Familiarity with remote support tools network monitoring and ticketing systems.
- In-depth knowledge of IT infrastructure systems and networking.
- Strong analytical and problem-solving skills.
- Ability to communicate complex technical concepts to non-technical users.
- Experience with ticketing systems and remote support tools.
- Strong organizational skills with the ability to manage multiple tasks and priorities.
- Excellent leadership skills and the ability to motivate a team.
- Proactive approach to identifying potential issues and preventing problems.
- Ability to work under pressure and meet deadlines.
- Effective delegation and prioritization skills.
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