- Provide leadership to technical support staff that are responsible for providing technical service and support to customers; ensure technical knowledge is transferred to the team; train personnel on procedures for servicing the organizational needs.
- Assign and coordinate work assignments and resolution of critical technical and procedural problems. Monitor work procedures, work schedules and expedite workflows
- Develop technical services strategies to help the organization achieve strategic goals and objectives
- Track, manage and report KPI’s for department operations
- Serve as backup during the absence of team members, including evenings and weekends as well as be available to solving technical issues of the organization
Requirements
- BSc/BA in IT, Computer Science or relevant fields
- 3-4 years of previous technical support experience required
- At least two years previous supervisory experience; Help-desk supervisory experience preferred
- Must be able to effectively lead, manage and motivate others
- Ability to work effectively under pressure in a fast paced, time sensitive environment with shifting priorities and multiple deadlines
- Must be able to demonstrate professionalism and courteousness in the handling of both internal and customer inquiries
- Proficiency in English
- Excellent communication and leadership skills
