Technical Support Team Lead

We are looking for a Technical Support Team Lead to lead and manage the technical support operation, ensuring high service levels (SLA), continuous improvement, and hands-on handling of complex technical issues.

Role Description

• Lead and manage a Technical Support / Helpdesk team, including task allocation, mentoring, professional development, and service quality control.
• End-to-end responsibility for the organization’s technical support operations: meeting SLA targets, implementing procedures, and driving continuous improvement.
• Manage and operate the Service Desk ticketing system, including ongoing performance monitoring and reporting.
• Provide hands-on technical support to internal and external customers (hardware, software, networks, and operating systems).
• Manage IT vendors and external service providers, including coordination, monitoring, and SLA compliance.
• Maintain and support physical and virtual servers, as well as the organization’s cloud environment.
• Responsibility for end-user equipment, telephony, and multimedia systems.
• Maintain information security and infrastructure components such as firewalls, antivirus, EDR, backups, and related systems.
• Work with internal and external audits, including documentation, reporting, and compliance with requirements.
• Support IT and information systems projects, including integrations between complex systems, in accordance with strict information security standards.

Qualifications

• At least 2 years of experience as a Technical Support Team Lead or in a similar leadership role.
• Proven hands-on technical support experience (hardware, software, and networking issues).
• High-level English (spoken and written).
• At least one relevant professional certification: MCSA / CCNA / Cloud certifications (AWS / Azure).
• Practical knowledge of operating systems, networking, end-user equipment, Microsoft 365, and cloud services.
• Availability to work outside standard hours during critical incidents (including evenings and weekends).

Advantages:

• Information Security certifications.
• Experience maintaining virtualization environments and physical servers.
• Experience with Service Desk systems and implementing ITIL processes / service procedures.
• Experience working with audits, regulations, and structured documentation.