Technical Support Team Lead
2 months ago
**Job Title:** Technical Support Team Leader
**Job Summary:** We are seeking a highly skilled Technical Support Team Leader to lead our technical support team and provide expert technical guidance to ensure high-quality service delivery.
Key Responsibilities:
- Provide team leadership and guidance to technical support team members.
- Provide hands-on technical support for Wintel and Azure Cloud Technologies.
- Manage ticket queues using ServiceNow and ensure support SLAs are achieved.
- Handle incident and escalation processes, with a focus on cloud environments.
- Identify skill gaps and lead upskilling efforts within the team, particularly in cloud operations and data protection technologies.
- Oversee continuous infrastructure monitoring using tools like SolarWinds, LogicMonitor, and Halcyon.
- Lead cloud infrastructure management across multi-cloud environments (Azure, AWS).
Requirements:
- Strong operational knowledge in cloud platforms (Azure), data protection strategies (Spectrum Protect, Veeam), and monitoring tools (SolarWinds, LogicMonitor).
- Desktop support of Microsoft stack technologies and Wintel environment experience.
- Experience with ITIL frameworks, effectively managing incidents, problems, and changes.
- Proven experience in managing and mentoring technical teams, focusing on development and process improvement.
- Capable of aligning technical solutions with business needs.
- Takes ownership of responsibilities, with a focus on high-quality service and client satisfaction.
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