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IT Support Team Lead (National)

Closing: Apr 17, 2024

This position has expired

Published: Apr 2, 2024 (17 days ago)

Job Requirements

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Job Summary

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Qualifications
  • Bachelor's Degree in Information Technology, Computer Science, or a related field.
  • Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
  • Proven experience in leading and managing IT support teams on a national scale.
  • In-depth knowledge of IT support processes, tools, and best practices.
  • Strong communication and interpersonal skills with the ability to liaise effectively with cross-functional teams and external stakeholders.
  • Certifications such as ITIL, CompTIA A+, and Microsoft Certified: Modern Desktop Administrator Associate are advantageous.
  • Proficiency in supporting Windows and Mac operating systems, Microsoft Office Suite, and other standard business applications.
  • Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.
  • Experience in professional cybersecurity environment is a plus.
Responsibilities
Qualifications
  • Bachelor's Degree in Information Technology, Computer Science, or a related field.
  • Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
  • Proven experience in leading and managing IT support teams on a national scale.
  • In-depth knowledge of IT support processes, tools, and best practices.
  • Strong communication and interpersonal skills with the ability to liaise effectively with cross-functional teams and external stakeholders.
  • Certifications such as ITIL, CompTIA A+, and Microsoft Certified: Modern Desktop Administrator Associate are advantageous.
  • Proficiency in supporting Windows and Mac operating systems, Microsoft Office Suite, and other standard business applications.
  • Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.
  • Experience in professional cybersecurity environment is a plus.

Job Description

  • Lead and manage a team of IT support professionals across multiple locations.
  • Develop and implement IT support policies, procedures, and service level agreements (SLAs).
  • Ensure timely and effective resolution of IT support issues to meet or exceed SLAs.
  • Monitor and analyze support metrics to identify areas for improvement and implement necessary changes.
  • Provide technical guidance and expertise to the team in troubleshooting and resolving complex IT issues.
  • Diagnosing and resolving technical issues.
  • Develop training programs for IT support staff to enhance technical skills and knowledge.
  • Conduct regular performance evaluations and provide constructive feedback to team members.
  • Ensure the team follows documentation standards and that knowledge is shared effectively.
  • Provide training to end-users on IT tools, systems, and best practices.
  • Ensure all tickets are closed on time etc.

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