Technical Support Team Lead

Technical Support Team Lead

Mertens Malam Team is hiring for a medical organization in Jerusalem.

This role includes leading a large and dynamic technical support center of approximately 30 support representatives, with full professional and personal team management. The position involves working with Help Desk systems, reporting and control processes, and internal technical interfaces.

Responsibilities:

• Leading achievement of service and availability targets
• Mentoring and training team members
• Managing shift schedules and work planning
• Improving processes and monitoring service quality
• Handling exceptional incidents
• Producing performance reports

Requirements:

• 3+ years of experience managing a technical support team
• Experience managing shift-based teams and work schedules
• Ability to lead performance in service and availability targets in a multi-interface environment
• Ability to mentor and train new and existing employees
• High service orientation, agility, diligence, and ability to work in an intensive, dynamic environment