Help Desk Team Lead

For an international shipping company, we are seeking an experienced and skilled Technical Support Team Leader to join our IT team and lead the Help Desk staff. In this role, you will manage a team of 8 support technicians, focusing on providing high-quality service and continuously improving the internal customer experience.

Responsibilities:

• Manage and lead the technical support team, including training and professional development of team members.
• Handle service requests, including prioritization and task distribution among team members.
• Maintain and operate workstations, printers, and internal and external communication systems.
• Operate various computing systems and information security applications.
• Oversee and manage the server room operations.
• Manage procurement of end-user equipment and service agreements with vendors.
• Lead infrastructure and Help Desk projects.
• Manage interfaces with UPS Global and improve service processes while meeting SLA targets.

Requirements:

• Management experience – mandatory.
• At least 3 years of experience providing technical support (Help Desk) and troubleshooting in organizations with 400+ end-users.
• Deep knowledge of Microsoft products, including Windows, Office, Active Directory, and Exchange.
• Experience troubleshooting hardware issues on personal computing equipment and printers.
• Experience with SysAid system – a significant advantage.
• Experience with Microsoft Office 365 – an advantage.
• A Bachelor's degree or relevant professional certifications – an advantage.
• High proficiency in English.