Help Desk Team Lead

 Technical Support Team Leader – International Shipping Company

We are seeking an experienced and skilled Technical Support Team Leader to join our IT team and lead our Help Desk team. In this role, you will manage a team of 8 support professionals, emphasizing high-quality service delivery and continuously improving the internal customer experience.

Responsibilities:

• Leading and managing the technical support team, including training and professional development.
• Managing service tickets, prioritizing, and allocating tasks among team members.
• Maintaining and operating workstations, printers, and internal and external communication systems.
• Operating diverse computing systems and information security applications.
• Overseeing the operation and management of the server room.
• Managing procurement of end-user equipment and service agreements with vendors.
• Leading infrastructure and Help Desk-related projects.
• Managing interfaces with UPS Global and improving service processes while meeting SLA targets.

Requirements:

• Proven managerial experience – mandatory.
• At least 3 years of experience in 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 in hardware troubleshooting for personal computing equipment and printers.
• Experience with SysAid – a significant advantage.
• Experience with Microsoft Office 365 – an advantage.
• Bachelor's degree or relevant professional certifications – an advantage.
• High-level proficiency in English.

Key Personal Attributes:

• Ability to lead and manage a team with a focus on collaboration and professional development.
• Proactive approach to problem-solving and adaptability to a dynamic and changing environment.
• Excellent interpersonal skills with the ability to create effective working interfaces.
• Availability, flexibility, and ability to work under pressure.