Area(s) of responsibility

• Team Management:

Oversee and direct a team of IT support technicians, ensuring smooth operations and efficient service delivery.

• Workload Management:

Manage and distribute the team's workload, prioritize tasks, and ensure timely resolution of support requests.

• Technical Guidance:

Provide technical guidance and support to team members, helping them troubleshoot issues and resolve problems effectively.

• Training and Development:

Train new team members on company policies, procedures, and technical skills, and provide ongoing support and development opportunities.

• Performance Monitoring:

Monitor team performance, identify areas for improvement, and implement strategies to enhance efficiency and productivity.

• Conflict Resolution:

Resolve conflicts within the team and between team members and other stakeholders, fostering a positive and collaborative work environment.

• Communication:

Communicate effectively with team members, management, and other stakeholders, keeping them informed of progress and addressing concerns.

• Process Improvement:

Identify and implement process improvements to enhance efficiency, productivity, and user satisfaction.

• Problem Resolution:

Collaborate with the team to effectively diagnose and resolve technical issues, ensuring timely and accurate solutions.

• Compliance:

Ensure the team adheres to company policies, procedures, and relevant industry standards.

• Documentation:

Maintain accurate and up-to-date documentation of IT support processes and procedures.

• Continuous Learning:

Stay abreast of the latest technologies and trends in IT support, providing ongoing training and development for the team.