Job Summary

We are looking for an experienced Technical Support Team Lead to manage and lead our technical support operations. The ideal candidate will have a strong background in Help Desk support, Network & Security, and System Administration, along with proven leadership skills to manage a support team and ongoing customer support projects.

This role requires both hands-on technical expertise and team leadership, ensuring high service quality, SLA compliance, and customer satisfaction.

Key Responsibilities

• Lead, manage, and mentor the technical support team (L1/L2).
• Oversee daily support operations and ongoing support projects.
• Act as an escalation point for complex technical issues.
• Ensure compliance with SLAs, response times, and service quality standards.
• Coordinate with customers and internal teams to resolve incidents and requests.
• Plan team schedules, workload distribution, and performance monitoring.
• Prepare regular support reports and improvement plans.
• Participate in system upgrades, network/security implementations, and troubleshooting.
• Ensure proper documentation, knowledge base updates, and standard operating procedures (SOPs).

Technical Requirements

• 4+ years of experience in Technical Support / IT Operations.
• Strong experience in Help Desk & IT Support environments.
• Solid knowledge of Network Technologies (LAN/WAN, Switching, Routing, Firewalls).
• Hands-on experience with Network & Security solutions (Firewall, VPN, Endpoint, Security Policies).
• Experience in System Administration:
• Windows Server (AD, DNS, DHCP, GPO)
• Basic Linux administration is a plus
• Experience with ticketing systems and ITSM tools.
• Understanding of backup, monitoring, and patch management.

Leadership & Soft Skills

• Proven experience in leading and managing technical support teams.
• Strong problem-solving and decision-making skills.
• Excellent communication and customer-handling skills.
• Ability to work under pressure and manage multiple priorities.
• Strong documentation and reporting skills.

Preferred Certifications (Plus)

• ITIL Foundation
• Microsoft (MCSA/MCSE)
• Network certifications (CCNA or equivalent)
• Security certifications (Fortinet, Sophos, Kaspersky, or similar)
  

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