We are looking for a Technical Support Team Leader Specialist to lead and supervise technical support operations, ensuring timely resolution of technical issues and maintaining high service quality. The ideal candidate should have strong leadership, troubleshooting, and communication skills, with solid experience in IT technical support.
Key Responsibilities:
- Lead and supervise the Technical Support team and daily operations.
- Monitor and ensure timely resolution of incidents and service requests.
- Provide technical guidance and support for complex technical issues.
- Monitor team performance and ensure compliance with SLAs and KPIs.
- Review, manage, and resolve escalated technical issues.
- Coordinate with IT teams, vendors, and stakeholders to resolve complex incidents.
- Monitor ticket queues and ensure proper documentation, follow-up, and closure.
- Prepare performance reports and identify areas for improvement.
- Conduct coaching, knowledge-sharing, and performance feedback sessions.
- Ensure high levels of user satisfaction and service quality.
- Oversee technical support for contact center platforms and related systems.
- Support troubleshooting of telephony, IVR, CTI, and other contact center technologies.
- Ensure adherence to IT policies, procedures, and service management best practices.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum 7 years of experience in Technical Support or IT Help Desk, including team leadership experience.
- Advanced English language skills.
- Strong knowledge of hardware, software, operating systems, and network troubleshooting.
- Strong understanding of networking protocols and concepts, including TCP/IP, DNS, DHCP, VPN, and routing.
- Understanding of databases and SQL for managing, querying, and troubleshooting contact center databases.
- Experience with IT ticketing systems and IT Service Management processes.
- Experience with contact center technologies and platforms, such as Avaya, Cisco, Genesys, or Verint.
- Strong understanding of SLAs, KPIs, incident management, and problem management.
- Knowledge of ITIL best practices is preferred.
- Experience handling technical escalations and coordinating with vendors and technical teams.
Skills:
- Strong leadership and team management skills.
- Excellent communication and problem-solving abilities.
- Ability to handle escalations and work under pressure.
- Strong analytical and decision-making skills.
- Customer-focused mindset.
- Strong troubleshooting and incident management capabilities.
- Ability to manage multiple priorities and ensure timely service delivery.
Certifications (Preferred):
- Relevant certifications in Avaya, Cisco, Genesys, or Verint.
- Examples include Avaya ACE, Cisco CCNP, or Genesys Certified Professional, or equivalent certifications.
- ITIL certification is an advantage.
