Team lead - Tech Support

Job Summary

We are looking for technical operations team lead who is an experienced IT professional skilled in both system management and team leadership. They excel at troubleshooting complex technical issues, implementing process improvements, and ensuring a robust, scalable, and reliable software infrastructure. This role requires an individual who can mentor technical staff, coordinate with cross-functional teams, and align technical initiatives with broader business goals.

Job Duties / Key Accountabilities

• Lead, mentor, and motivate technical operations professionals and engineers.
• Delegate tasks and manage workloads to foster a collaborative and supportive team.
• Conduct performance reviews, provide feedback, and identify training needs for team growth.
• Oversee the daily operations and maintenance of the IT infrastructure.
• Implement or update monitoring tools to ensure system health and proactively address issues.
• Coordinate the response to incidents and lead the technical triage of critical issues.
• Minimize downtime by quickly resolving problems.
• Automate and optimize processes to improve operational efficiency.
• Manage technical projects from start to finish.
• Act as a technical expert and liaison between the operations team and other departments.
• Gather requirements and ensure technical solutions align with business objectives.

Qualifications / Skills / Knowledge

(State what the role requires, not what the post holder brings to the role)

Required

• A bachelors degree in computer science, Information Technology, or a related field is typically required.
• Strong background in IT systems, networks, and software applications, with hands-on experience.
• Proven experience leading or supervising a technical team.
• Excellent problem-solving, analytical, and diagnostic skills.
• Strong communication and interpersonal skills, with the ability to convey complex technical concepts to non-technical audiences.
• Experience with monitoring and log management tools (e.g., Splunk, Nagios, Grafana, Zabbix).
• Resilience and adaptability to work in a fast-paced, high-pressure environment.
• Strong organizational and time-management abilities.
• A proactive and innovative mindset focused on continuous improvement.
• Familiarity with DevOps practices and tools for continuous integration and delivery (CI/CD).
• Relevant technical or project management certifications (e.g., ITIL, PMP) are often preferred.