Job Description

About the Role

The Technical Support Lead supervises and manages the activities of Second Line IT Desktop Support staff, overseeing operational effectiveness, identifying and addressing trends and issues, and providing strategic direction. This role involves evaluating and developing support policies and procedures, providing guidance to support staff, and supporting management in decision-making processes.

Responsibilities

  • Lead, supervise, and monitor the corporate technical support team, ensuring rapid resolution of operating issues, minimizing downtime, and maintaining service levels.
  • Develop and oversee technical documentation and standard operating procedures.
  • Regularly assess and update operating procedures based on evolving business needs.
  • Conduct detailed analyses of technical support performance, identifying trends, problems, and improvement opportunities, and reporting findings to management.
  • Provide advanced trou...

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