Team Leader – Internal Technical Support Center

Team Leader – Internal Technical Support Center

We are looking for a dynamic and experienced Team Leader to manage our internal technical support center, providing high-quality support to company employees. This is a challenging role that requires strong leadership, organizational skills, and the ability to manage multiple tasks in a fast-paced and dynamic environment.

Key Responsibilities

• Lead and manage the internal technical support team, including coaching, mentoring, and providing daily guidance
• Recruit, onboard, and train new team members
• Supervise complex issues, ensuring optimal team performance and service delivery
• Monitor performance metrics, analyze reports, draw insights, and drive continuous improvement initiatives
• Identify recurring issues, implement preventive measures, and lead process optimization efforts
• Maintain effective collaboration with multiple internal stakeholders across departments
• Prepare professional presentations, reports, and insights for management and organizational use
• Manage cross-functional projects and initiatives related to technical support

Required Qualifications

• Proven experience managing a technical support or service center team - Must
• Ability to work in a dynamic, high-pressure environment while managing multiple tasks simultaneously - Must
• Strong initiative, independent decision-making, and problem-solving skills - Must
• Data-driven approach to decision-making, including strong Excel skills - Must
• Excellent written and verbal communication skills, with the ability to prepare high-quality reports and presentations - Must
• Solid technical understanding of IT systems and technical support processes - Must
• Excellent interpersonal skills and ability to work effectively with multiple organizational interfaces - Must
• Process-oriented thinking with the ability to identify improvement opportunities and lead organization-wide initiatives - Must