IT Senior Support Team Lead

About the job IT Senior Support Team Lead

The IT Senior Support Team Lead is responsible for overseeing the daily operations of a team of L3 IT support professionals, ensuring timely and effective resolution of complex technical issues. This role involves managing and mentoring support staff, coordinating ticketing and helpdesk activities, ensuring the highest levels of productivity of their teams and improving user experience by providing excellent customer service.

• Supervise and mentor a team of L3 Senior Support staff, including workload distribution and productivity, performance evaluations, training, and development.
• Delegate tasks to team members and ensure proper workload distribution.
• Conduct regular team meetings to discuss goals, performance, and upcoming projects.

IT Ticket Support Management

• Manage and prioritize incoming support requests triaged by the ITSM ticketing system requiring L3 support....