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