Technical Support Team Leader

Your Team

We are looking for a Team leader to join our managerial family in the world leader of Support in Cyber Security, who has a passion for a positive mindset, being a role model and striving for excellence, and who has a desire to lead a talented team for resolving complex problems in top-notch cyber technologies.

In this position, you will use your expertise in leading a team of ~10 engineers to reach the defined KPIs, while following the organizational pillars for top customer service delivery.

Your Impact & Responsibilities

• Team leadership in all aspects: Human, technical, operational and customer-facing
• Technical Support: Having the team to deliver technical support of the highest standard to our global customers base and strive for service excellence
• Customer Satisfaction: Ensuring that all customer satisfaction KPIs are met at all times through defined practices and policies
• Team’s objectives fulfillment: Leading the team members to meet their performance objectives through continual communication, audit and metric reviews
• Customer-facing: Periodical service audits, crisis management, conference calls, etc.
• Interfacing with different departments in our global organization: Sales, R&D, QA, Customers Success Management, etc.
• Team development: Addressing knowledge gaps, facilitating training routine, mentoring the team members and improving their weak points, career path planning for each employee, etc.
• Team operational routine: Smooth shifts management (calls, chats, support tickets), crisis management, employees time management, etc.
• Team spirit: Maintaining high team spirit and well-being of the team members at all times
• Team collaboration: Productive collaboration with peers to lead service improvements
• Customer’s advocate: Acting as the Voice of the Customer in order to drive product and service improvements

Your Knowledge & Skills

• Proven experience as a Team Leader or Supervisor
• At least 3 years of experience in Technical Support – Must
• Natural “Can Do” approach and high level of assertiveness
• Passion for a constant self-challenge, learning and development
• Proven ability to work in a very demanding and stressed work environment
• Highest level of commitment and loyalty
• Ability to manage multiple tasks and priorities under high pressure
• Excellent customer and service orientation
• Strong verbal and written English and excellent interpersonal skills
• Excellent communication and leadership skills
• General knowledge and understanding of networking and security
• Knowledge of common operating systems
• Knowledge in Check Point products – A strong advantage
• Experience in cyber security – Advantage