Description
Job Description
Lead and manage a team of IT support professionals across multiple locations.
Develop and implement IT support policies, procedures, and service level agreements (SLAs).
Ensure timely and effective resolution of IT support issues to meet or exceed SLAs.
Monitor and analyze support metrics to identify areas for improvement and implement necessary changes.
Provide technical guidance and expertise to the team in troubleshooting and resolving complex IT issues.
Diagnosing and resolving technical issues.
Develop training programs for IT support staff to enhance technical skills and knowledge.
Conduct regular performance evaluations and provide constructive feedback to team members.
Ensure the team follows documentation standards and that knowledge is shared effectively.
Provide training to end-users on IT tools, systems, and best practices.
Ensure all tickets are closed on time etc.
Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field.
Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
Proven experience in leading and managing IT support teams on a national scale.
In-depth knowledge of IT support processes, tools, and best practices.
Strong communication and interpersonal skills with the ability to liaise effectively with cross-functional teams and external stakeholders.
Certifications such as ITIL, CompTIA A+, and Microsoft Certified: Modern Desktop Administrator Associate are advantageous.
Proficiency in supporting Windows and Mac operating systems, Microsoft Office Suite, and other standard business applications.
Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.
Experience in professional cybersecurity environment is a plus
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