Team Lead

1 week ago

Dubai, Dubai, United Arab Emirates INFRA ASSURE Full time

SKILLS AND COMPETENCIES

  • Oversee daily activities, including scheduling, workload distribution, and performance monitoring.
  • Provide guidance in resolving complex technical issues across hardware, software, and networks.
  • Ensure compliance with SLAs, conduct evaluations, and implement improvement initiatives.
  • Facilitate ongoing training to enhance team skills and knowledge of new technologies.
  • Set goals, monitor metrics, and provide feedback for continuous improvement.
  • Handle escalated complaints, ensuring timely resolution and customer satisfaction.
  • Foster a collaborative environment, encouraging communication and knowledge sharing.
  • Analyze performance metrics and customer feedback to identify improvement opportunities.
  • Build and maintain positive customer relationships, addressing inquiries promptly.
  • Identify and implement process enhancements to improve efficiency.
  • Ensure adherence to policies, procedures, and regulations while maintaining confidentiality.
  • Stay updated on industry advancements through continuous learning activities.

REQUIREMENT

  • Proven experience in a leadership role within a technical support environment, preferably in the education or technology sector.
  • Excellent communication and interpersonal skills, with the ability to lead, motivate, and inspire a team.
  • Demonstrated ability to manage multiple priorities, meet deadlines, and drive results in a fast-paced environment.
  • Experience in performance management, coaching, and professional development of team members.
  • Knowledge of help desk software, ticketing systems, and customer relationship management (CRM) tools.
  • Commitment to excellence in customer service and continuous improvement.
  • ITIL 4 Foundation certification is essential for this role
  • Project Management Certification is mandatory.
  • Bachelor's degree in computer science, information technology, or a related field is mandatory.

Job Type: Full-time

Application Question(s):

  • Do you have experience in a leadership role within a technical support environment?
  • Have you managed a team of technical support staff, including scheduling and performance monitoring?
  • Are you confident in communicating with both technical and non-technical stakeholders?

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