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Technical Team Lead
4 weeks ago
Responsibilities:
- Manage ticket queue and prioritize escalated requests, ensuring SLA compliance.
- Oversee and support IST technicians, monitor team performance, and implement improvements.
- Handle client scoping requests, IMACs, and major IT incidents.
- Provide technical support and act as a client SME for complex issues.
- Oversee project technical scoping, deliverables, and success factors.
- Ensure professional "White Glove" client interactions.
- Collaborate with technical teams to maintain security and infrastructure integrity.
- Mentor T1 and T2 technical resources, and manage customer escalation pipeline.
- Innovate and deploy new technical solutions.
- Maintain documentation and activity logs.
Requirements:
- Minimum 3 years in IT infrastructure, System Admin, or similar IT support roles.
- At least 1 year in a management or leadership role in IT service delivery.
- Experience with 3rd party cloud services and managing client technical escalations.
- Advanced troubleshooting skills and project leadership experience.
- Expertise in Windows Server & Desktop Administration, Virtualization, and Networking.
- Strong communication and interpersonal skills.
- Professional technical certifications.
- Desire to mentor and grow the team.
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