IT Support Team Leader

该职位来源于猎聘 Key Responsibilities: Ticket Dispatching:

• Monitor and manage incoming support tickets to ensure timely resolution.
• Prioritize and assign tickets to appropriate team members based on expertise and workload.
• Track ticket progress and ensure adherence to service level agreements (SLAs). Digital Workplace Management:
• Oversee the digital workplace tools and platforms used by the support team.
• Collaborate with IT and other departments to ensure seamless integration and functionality of digital tools.
• Provide training and support to team members on digital workplace best practices. Vendor Management:
• Manage relationships with third-party vendors and service providers.
• Evaluate vendor performance and ensure compliance with contractual obligations.
• Collaborate with vendors to resolve issues and improve service delivery. Team Leadership:
• Lead, mentor, and develop a team of L2 support specialists. Conduct regular team meetings to discuss performance, challenges, and opportunities for improvement.
• Foster a positive team culture focused on collaboration and continuous improvement. Reporting and Analysis:
• Generate reports on ticket resolution times, team performance, and vendor effectiveness.
• Analyze data to identify trends and areas for improvement in support processes.
• Present findings and recommendations to management. Qualifications:
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in a technical support role and leadership position.
• Strong understanding of ticketing systems and digital workplace tools.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in vendor management is a plus.
• Fluent English