CarWale - Team Lead - IT Support & Operations

Job Description

We are looking for an experienced IT Support and Operations Team Lead to manage our IT support team and oversee daily operations.

The ideal candidate will have a strong background in IT support, excellent leadership skills, and a commitment to delivering high-quality technical support and operational efficiency.

Key Responsibilities

Team Leadership :

• Lead, mentor, and develop a team of IT support specialists to ensure high levels of performance and customer satisfaction.
• Conduct regular team meetings, performance reviews, and training sessions to foster professional growth.
  
  

IT Support Management

• Oversee the troubleshooting and resolution of technical issues reported by end-users, ensuring timely and effective support.
• Manage the ticketing system to track incidents, service requests, and resolutions, ensuring adherence to service level agreements (SLAs).
• Develop and maintain knowledge base articles and documentation for common issues and solutions.
  
  

Operational Oversight

• Ensure the smooth operation of IT services, including hardware, software, and network systems.
• Monitor system performance and availability, proactively identifying and resolving potential issues.
• Implement best practices for IT operations, including change management, asset management, and incident response.
  
  

Stakeholder Engagement

• Collaborate with other departments to understand their IT needs and provide tailored support solutions.
• Communicate effectively with stakeholders regarding service status, incidents, and changes.
  
  

Reporting And Analysis

• Generate regular reports on support metrics, incident trends, and team performance.
• Analyze data to identify areas for improvement in support processes and service delivery.
  
  

Training And Development

• Provide training and support to team members on technical skills, tools, and customer service best practices.
• Stay updated on industry trends and emerging technologies to enhance team capabilities.
  
  

Qualifications

• Bachelors degree in Information Technology, Computer Science, or a related field; or equivalent experience.
• 5+ years of experience in IT support or operations, with at least 2 years in a leadership role.
• Strong technical knowledge of hardware, software, and networking concepts.
• Experience with IT service management tools (e., ServiceNow, JIRA, etc.) is preferred.
• Excellent problem-solving skills and ability to work in a fast-paced environment.
• Strong communication and interpersonal skills.
  
  

Preferred Qualifications

• ITIL certification or equivalent experience in IT service management.
• Familiarity with cloud services (e., AWS, Azure) and remote support tools.
• Knowledge of cybersecurity best practices
  
  

(ref:hirist.tech)