The Team Leader: Technical Support Desk is responsible for overseeing the daily operations of the Technical Support Desk and ensuring the delivery of high-quality IT support services across the organization.
The incumbent will lead, mentor, and manage a team of technical support professionals while ensuring that incidents, service requests, and technical issues are resolved efficiently and within agreed service levels. The role involves monitoring support performance, managing escalations, driving process improvements, and collaborating with internal stakeholders to ensure optimal service delivery.
The Team Leader will also be responsible for resource planning, staff development, reporting, service quality management, and maintaining operational standards aligned with organizational objectives and IT best practices.
Desired Skills and Experience
Service Desk Operations, Team Leadership and People Management, Service Delivery Management, Incident and Problem Management, Knowledge Management, Stakeholder Engagement, Reporting and Analytics.
How to Apply: Team Leader: Technical Support Desk