Job Description
SUMMARY
The IT Support Specialist Team Lead is responsible for overseeing the daily operations of a team of Level 1 and Level 2 IT Support Specialists. This includes managing ticket queues, ensuring timely resolution of technical issues, maintaining high customer service standards, driving continuous improvement in support processes and assisting with escalations from both the internal team and customers. The ideal candidate will have strong technical knowledge, proven leadership experience, and the ability to work effectively in a global, remote team environment.
RESPONSIBILITIES
Team Leadership
- Supervise and support a team of Level 1 and Level 2 IT support staff.
- Monitor team performance, assign tasks, and ensure a balanced workload distribution.
- Conduct regular team meetings to review goals, performance metrics, and process updates.
- Provide coaching, feedback, a...