IT Senior Support Team Lead

SUMMARY

The IT Senior Support Team Lead is responsible for overseeing the daily operations of a team of L3 IT support professionals, ensuring timely and effective resolution of complex technical issues. This role involves managing and mentoring support staff, coordinating ticketing and helpdesk activities, ensuring the highest levels of productivity of their teams and improving user experience by providing excellent customer service.

RESPONSIBILITIES

Team Leadership

• Supervise and mentor a team of L3 Senior Support staff, including workload distribution and productivity, performance evaluations, training, and development.
• Delegate tasks to team members and ensure proper workload distribution.
• Conduct regular team meetings to discuss goals, performance, and upcoming projects.

IT Ticket Support Management

• Manage and prioritize incoming support requests triaged by the ITSM ticketing system requiring L3 support.
• Ensure that all ticket requests are handled in a timely and professional manner.
• Establish and track key performance indicators (KPIs) to measure support effectiveness.
• Ensure proper documentation of all support activities.

Technical Support

• Provide hands-on technical support for escalated issues that the L3 support team cannot resolve.
• Troubleshoot hardware, software, and network issues.
• Install and configure hardware and software systems as needed.
• Assist in the remote setup and support of IT equipment such as computers, printers, mobile devices, and networking tools.

Process Improvement

• Coordinate with onshore teams to develop and implement best practices for L3 Team processes to enhance productivity and efficiency.
• Propose and implement improvements to the support workflow.
• Monitor and review system alerts and logs, taking proactive measures to avoid service interruptions.
  

Collaboration

• Work closely with other onshore and offshore IT departments to ensure alignment of strategies and operations.
  
• Collaborate with vendors and third-party service providers to resolve technical issues and improve system performance.
• Assist in IT projects, including upgrades, migrations, and system implementations.
  

Customer Service

• Ensure a high level of customer service by responding to user requests and complaints promptly.
• Train users on common troubleshooting techniques and proper use of systems.
• Maintain positive relationships with internal stakeholders and end-users.
  

Supervisory Responsibilities

• Assures the completion of supervisory responsibilities in accordance with the
  organization's policies and applicable laws, including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualification

• Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5-7 years of experience in IT support or helpdesk management supporting onshore resources in the US.
• Strong command of ticketing systems, preferably ServiceNow or similar ITSM platforms.
• Prior experience in US-based healthcare companies is preferred.
• Experience supporting users in a multinational, multicultural environment.
• Proven leadership experience in supervising a team.
• Strong technical knowledge of hardware, software, and networking systems.
• Familiarity with IT service management (ITSM) tools and helpdesk ticketing systems.
• ServiceNow experience preferred.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration abilities, especially in a cross-cultural, remote support environment.
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and priorities under pressure.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.

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