IT Tech Support Team Lead

IT Tech Support Team Leader

Overview:
The IT Tech Support Team Leader is responsible for overseeing the technical support team, ensuring efficient operations, and maintaining high standards of customer service. This role involves managing daily activities, providing technical guidance, and fostering a collaborative environment to resolve issues related to IT Systems and gaming systems.

Responsibilities:
1. Team Management
1.1 Lead and mentor the technical support team, providing training and guidance to enhance skills and knowledge.
1.2 Monitor team performance and conduct regular evaluations to ensure adherence to service level agreements (SLAs).
1.3 Facilitate team meetings to discuss challenges, share knowledge, and promote best practices.

2. Technical Oversight
2.1 Provide advanced technical support for IT Systems, troubleshooting complex hardware and software issues.
2.2 Oversee routine maintenance and repairs, ensuring that best practices are followed.
2.3 Collaborate with the technical team to implement system upgrades and new technologies.

3. Customer Support Excellence
3.1 Ensure prompt and effective resolution of technical inquiries from internal staff and customers.
3.2 Develop and implement strategies to improve customer satisfaction and support response times.
3.3 Maintain accurate records of support requests and resolutions, analyzing data for trends and insights.

4. Network and System Management
4.1 Oversee network connectivity and infrastructure maintenance, ensuring optimal performance of IT Systems.
4.2 Collaborate with IT security teams to implement and monitor security measures for network integrity.
5. Inventory and Procurement Management
5.1 Manage inventory of spare parts and equipment needed for repairs and maintenance.
5.2 Coordinate with vendors and suppliers for procurement of necessary components and equipment.
5.3 Track and report on equipment warranties, service contracts, and maintenance schedules.

6. Documentation and Reporting
6.1 Ensure documentation of technical procedures, maintenance activities, and troubleshooting steps is accurate and up-to-date.
6.2 Generate reports on team performance, equipment status, and technical issues for management review.
6.3 Provide recommendations for process improvements and equipment upgrades based on data analysis.

Qualifications:
Proven experience in IT support, with a minimum of 3 years in a leadership or supervisory role.
Strong technical background in hardware and software troubleshooting.
Excellent leadership, communication, and interpersonal skills.
Ability to analyze data and implement process improvements.
Familiarity with network infrastructure and security protocols.
Strong organizational skills and ability to manage multiple priorities.