It Team Lead

1. Responsible for Leading Team of Onsite IT Personnel

2. Supports and / or delegates onboarding training for the new hire IT personnel

3. Oversees the service request tickets are fulfilled based on SLA and service quality measures

4. Oversees the investigation, troubleshooting, resolution, and appropriate escalation of a range of technology related incidents by ensuring that all incidents are tracked based on SLA and service quality measures

5. Ensures delivery of the highest quality of customer service to a broad range of end users

6. Provides regular and frequent performance coaching/mentoring and encouraging effective behavior for individual and team success

7. Fosters an environment of trust, collaboration, transparency, and accountability

8. Build an inclusive environment that values, encourages, and supports differences

9. Interacts with both internal and external stakeholders i.e. customers, vendors, etc.

10. Supports Line Manager and / or leadership team in continuous process improvement initiatives for the betterment of the service delivery of the team

Requirements

• Diploma in Computer Science / Information Technology.
• Minimum 3 years’ experience working for an IT / OT Support organization.
• 1 year of Lead experience in an extensive IT or technology-related environment.
• With Good resources and assignment planning skills.
• Proven ability to deliver and support frontline customer service in a fast-paced operational environment.
• Excellent Customer Service and interpersonal skills.
• In-depth knowledge of Microsoft Office and Google Suite Applications.
• Able to communicate clearly with technical and nontechnical audience, both verbally and written, detail-oriented and with strong organization skills
• Good troubleshooting skills of Individual / Shared End-User / IT OT Devices and Network Protocols
• Understanding of Network Protocols is required.
• Good understanding of Web conferencing, Desktop and Mobility technologies
• In-depth knowledge of Microsoft Office and Google Suite Applications
• Deliver IT OT customer service based on service levels and service quality measures, delivering technology services in the field through coordination with central teams, and driving continuous service improvement.
• Experience working in GMP validated environments would be advantageous.

Job Types: Full-time, Permanent

Pay: $3,500.00 - $4,000.00 per month

Work Location: In person