IT Support Operations Manager
7 days ago
At Sharaf DG, we are seeking a seasoned and motivated Technical Team Lead to oversee our first-level IT support team. The successful candidate will possess robust technical skills, leadership capabilities, and experience with monitoring and support tools such as SolarWinds, Dynatrace, ServiceNow, and Nexthink.
Key Responsibilities:- Team Leadership & Mentorship:
- Lead, mentor, and coach a team of L1 support engineers to achieve both individual and team performance objectives.
- Provide technical guidance to the team in incident detection, troubleshooting, and resolution.
- Conduct regular team meetings and training sessions to disseminate best practices and enhance team capabilities.
- Monitoring & Incident Coordination:
- Oversee team activities related to monitoring application, infrastructure, and endpoint performance using tools like SolarWinds, Dynatrace, Nexthink, and ServiceNow.
- Ensure that incidents are promptly detected, logged, categorized, and prioritized according to their impact.
- Serve as an escalation point for complex or unresolved incidents and facilitate efficient handoffs to L2/L3 teams.
- Incident Management & Reporting:
- Guarantee timely resolution of incidents and service requests by the L1 team.
- Monitor ticket queues in ServiceNow to ensure adherence to SLAs for response and resolution times.
- Generate daily, weekly, and monthly reports on incident metrics, team performance, and key support trends.
- Process Improvement & Knowledge Management:
- Review support processes and workflows to identify areas for improvement and operational efficiency.
- Maintain and update SOPs, troubleshooting guides, and knowledge base articles.
- Ensure consistent documentation of incident resolution steps and root cause analysis.
- User Support & Communication:
- Communicate incident status, updates, and resolutions effectively to end-users and stakeholders.
- Foster a customer-centric support environment to ensure a positive user experience.
- Manage escalations and customer feedback to enhance service quality.
- Collaboration & Cross-Functional Coordination:
- Work closely with L2/L3 teams, development teams, and other IT departments to resolve issues and improve support operations.
- Participate in cross-functional meetings to address support challenges, share insights, and spearhead continuous improvement initiatives.
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