Technical Support Team Lead

Job Purpose

Responsible for effectively organizing the L1 team in providing excellent IT support and ensuring smooth operations. Also responsible for managing SLAs, KPIs, and customer satisfaction metrics.

Key Accountability Areas

Operations Management:

• Mentor a team of Service Desk, technical support specialists to foster a collaborative and customer-focused culture.
• Supervises daily L1 team activity to ensure that tickets are addressed in a professional manner and comply with established policies, processes, and standards.
• Implement policies and processes to ensure physical support is available for end user within the sites in addition to remote support in line with agreed SLAs.
• Ensures staff has clear objectives, conduct regular performance reviews and feedback sessions, formal annual appraisals, and individual development plans.

Technical Hands On:

• Providing 1st level technical support on standard and business solutions.
• Hands on experience working on different operating systems including Windows and Mac OS.
• Experience on Autopilot, laptop imaging, Installations, configuring systems, Network Printers, BitLoker, VPN, Cloud Proxy, Infra and Networking concepts, Firewall, Switch, etc.
• Fixing hardware/software issues, solving technical problems, security patching, etc.
• Support level knowledge of design solution (Autodesk, Adobe, Bentley, 3Ds, vRay, Revit, etc.).

Customer Satisfaction:

• Maintain high levels of customer satisfaction through effective resolutions and follow-ups, conduct customer satisfaction surveys and implement improvements based on feedback.
• Identify opportunities for enhancement and implement continuous improvement processes.

Escalation Management:

• Address and resolve escalated customer issues promptly.
• Assess escalation criteria (complexity, impact, urgency) and refer to escalation matrix.

SLA  Adherence:

• Ensure adherence to SLAs and KPIs. Monitor and report on service desk performance metrics.
• Implement best practices for incident, problem, and change management.

Compliance:

• Ensure all installed applications are compliant with governance, corporate policies and standards.
• Ensure no logical-security incidents and no physical-security breaches.

Problem Management:

• Document relevant issues identified as a problem to get the analysis on fixing the root cause.
• Provide feedback on common issues and potential training needs.

Knowledge Management:

• Creating and maintaining Knowledge articles, work on knowledge search enhancements, validate and promote End-user self service and Agent’s knowledge base.

Documentation:

• Develop and maintain documentation for service desk policy, processes and procedures.
• Ensure all tickets are documented in a professional manner with description, fixed/workaround, Next action, ticket transfer checklist, following IT department templates.

Certifications

• Good to have ITIL Expert\Master, SerivceNow, Microsoft Azure Intune, CCNP, etc.

Role Accountability

HR Proficiency:

• Ability to recruit, recognize and cultivate high performers and expose them in order to create a robust second line of management.
• Ability to recognize low performers and guide them to improve or release them.
• Ability to treat subordinates equally without any discrimination.
• Assessment criteria of subordinates is performance that leads to planned results.
• Ensure availability of delegation of authority matrix to have sufficient delegations as per company policy.

Responsibility:

• Must take full responsibility for his operation as per the job description and the required deliverables from this position, taking into consideration the general company guidelines.
• Able to anticipate problems and make the necessary proactive steps to prevent them
• Ability to take necessary and proper timely decisions.

Delivery:

• Deliver the required results in timely manner with required quality and cost.

Making a Tangible Difference:

• Must make a tangible difference to his area of operation. and exceed business expectations.

Business Planning and Performance:

• Able to transform the corporate goals into business plans.
• Able to Plan, follow-up and execute those plans, whether they are annual or development plans.
• Monitor the plan performance and initiate action to strengthen results and take the corrective action accordingly.
• Provide periodic work progress reports.
• Responsible for monitoring and controlling budgets and expenses to achieve the optimum cost efficiency.

Organizational Development:

• Develop the organizational structure according to the current requirements taking into consideration future and development plans.
• Ensure availability of job descriptions for all job roles and deployment.

Business Process Improvements:

• Develop, coordinate well-defined written systems, policies, procedures, and seek automations opportunities as much as possible.
• Should be conversant and able to navigate through IT solutions especially those relevant to his job and business.
• Promote the automated systems and using them fully, to spread its culture.

Quality:

• Quality is considered as alfanar’s prime competitive advantage as such, managers are expected to act accordingly.

Adaptation:

• Adapt to new and alternative techniques, technologies, management structures, and business models.

Health, Safety and Environment:

• Ensure a safe, secure, and legal work environment as per the standard regulations.

Academic Qualification

Work Experience

Technical / Functional Competencies