Desktop Support Team Leader at Smollan

DESCRIPTION

As a Desktop Support Team Leader you will lead and oversee the Desktop Support team, providing expert IT support services to our clients and internal teams, in line with Smollan IT’s service delivery principles and SLAs. Part of your role would be to develop and maintain a dynamic knowledge base of technical solutions, collaborate with management to prioritize technical needs, and optimize the Smollan's IT infrastructure for efficiency and productivity.

REQUIREMENTS

• 6 – 8 years’ technical support experience within a Microsoft  environment, with at least 3 years in a Team Leader or Management role 
• Experience of developing and maintaining service level agreements and operational level agreements 
• Experience in service delivery environment within a large scale (preferably multi-national) technology services environment across a range of services including managed and support services (Advantageous)
• Strong leadership and team management skills 
• Managing Teams Remotely 
• The ability to build collaborative relationship with good interpersonal skills and the ability to relate well to colleagues with differing levels of expertise and skills while championing inclusion and diversity 
• Analysis & Problem Solving 
• Knowledge of ticketing systems like ITSM, Managed Engine or similar 
• Customer Service Skills (customer-centric approach and excellent interpersonal skills)  
• A strong understanding of IT systems, infrastructure, and commonly used technologies is essential. This includes knowledge of operating systems, networks, hardware, software applications, and ITIL (IT Infrastructure Library) best practices 
• Strong communication Skills (verbal & written) and ability to prepare structured, and relevant communications to business leaders