IT Support Team Leader

Key Responsibilities

• Manage the IT support team, providing guidance, training, and performance evaluations.
• Oversee daily operations of the IT support desk, ensuring timely and accurate resolution of technical issues.
• Develop and implement IT support policies and procedures to enhance service delivery.
• Monitor and analyze support metrics to identify trends and areas for improvement.
• Collaborate with other teams to ensure seamless integration and support of network infrastructure.
• Manage escalations and complex technical issues, providing expert-level support and solutions.
• Maintain up-to-date knowledge of industry trends and advancements in networking technologies.
• Ensure compliance with security protocols and best practices.

Qualifications and Job Requirements

• MQF Level 5 or higher Qualification in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support, with at least 2 years in a leadership role.
• Strong expertise in networking, including LAN/WAN, TCP/IP, DNS, DHCP, and VPN.
• Professional certifications such as CCNA, CCNP, or equivalent are highly desirable.
• Excellent problem-solving skills and the ability to handle complex technical issues.
• Strong communication and interpersonal skills, with the ability to lead and motivate a team.
• Ability to work under pressure and manage multiple priorities.
• Strong organizational skills and attention to detail.