Senior Global Technical Support Leader

1 week ago

Saint Julian's, Saint Julian, Malta beBeeTechnical Full time

Our organization is seeking a seasoned Technical Support Team Lead to oversee the technical support function across various offices globally. This pivotal role involves managing a team of IT professionals, providing technical support to employees, and ensuring timely resolution of issues.

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  • Provide hands-on assistance to the CIT support administrators in their daily tasks, as well as assist with troubleshooting support tickets.
  • Guarantee the team meets agreed service level targets, manage timely resolution of issues within company SLAs, and ensure that all incidents and problems are investigated and managed appropriately.
  • Act as the primary point of contact and escalation point for critical and urgent issues.
  • Ensure that alerts are responded to and managed as necessary.
  • Oversee the escalation of technical issues requiring system implementation in coordination with the Level 3 system administration team.
  • Collaborate with other departments and CIT team members to ensure adherence to IT policies and procedures.
  • Lead and develop the team to meet company standards through regular performance reviews with direct reports, tracking progress, and addressing successes and challenges.
  • Develop positive working relationships with users to enhance customer experience and satisfaction.
  • Drive continuous improvements in user support, desktop, and infrastructure administration.
  • Identify recurring issues and implement processes and procedures to improve the CIT support function.
  • Establish, maintain, and enforce ITIL standards.
  • Develop and maintain a comprehensive technical support knowledge base for both users and administrators.
  • Manage the acquisition process of software licensing, hardware, and users' peripherals.
  • Monitor and manage financial resources, recommending cost-effective solutions for software, hardware, and peripherals.
  • Be accountable for handling company data and physical assets.
  • Identify needs for upgrades, configuration changes, and new solutions and report them to the Head of Corporate IT.
  • Maximize software and hardware utilization and centralize usage where possible.
  • Recruit, orient, and train CIT support employees, providing opportunities for personal growth and development.
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Minimum of 2 years of management experience in a support function.
  • Ability to multitask and handle high-pressure situations effectively.
  • Strong analytical skills with the ability to quickly assess situations and make sound decisions.
  • ITIL Foundation certification is an asset.
  • Industry certifications in Microsoft Windows administration, Linux, Apple Mac OS, and Cisco are desirable.
  • Approaching problems with a solution-focused mindset.
  • Strong technical background and troubleshooting skills.
  • Knowledge of networking concepts.
  • Excellent communication and interpersonal skills with the ability to listen effectively in English.
  • Team-oriented with a positive attitude and a passion for delivering exceptional customer service.
Benefits
  • A stable and flexible working environment.
  • Career growth opportunity.
  • Training and professional development events.
  • Health insurance for employees and close family members.
  • Teamwork and accountability.
  • Sense of community and defined company culture.
  • International work environment.
  • Diverse workplace.
  • Gym reimbursement after successfully passing probationary period.

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