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IT support team leader


九龙塘
0年工作经验

职位描述

Job Highlight:

  • Responsible for leading a team of support technicians who provide technical assistance and support to end user.
  • Overseeing the daily operation of the team, ensuring timely and effective resolution of technical issues, and maintaining a high level of customer satisfaction.
  • Collaborate with other IT teams and stakeholders to improve processes and enhance the overall end-user experience.

Key Responsibilities:

  • Provide leadership, guidance, and mentoring to the end user support team.
  • Conduct team meetings and coordinate work assignments to ensure efficient service delivery.
  • Handle escalated technical issues and provided advanced troubleshooting and problem-solving expertise.
  • Ensure prompt and accurate resolution of end-user technical problems, both hardware and software related.
  • Collaborate with other IT teams to resolve complex issues and ensure seamless integration of services.
  • Establish and maintain strong relationships with end users and stakeholders.
  • Address customer concerns and ensure a high level of customer satisfaction.
  • Act as a point of contact for major incidents or critical support issues, ensuring timely communication and resolution.
  • Analyze data and metrics to identify areas for improvement and track team performance against established goals.
  • Streamline processes and procedures to increase efficiency and productivity.
  • Maintain accurate operation documentation of support activities, including incident reports, resolutions, and knowledge base articles.
  • Help Service manager to Prepare regular reports on team performance, incident trends, and service level agreements (SLAs).

Qualification and Skills:

  • Bachelor degree in IT, Computer Science, or related discipline.
  • 5 years’ experienceon end user support with at least 3 years’ experience on leadership role within IT support environments.
  • Certification in ITIL.
  • Strong technical knowledge and troubleshooting skills across various hardware and software platforms.
  • Excellent communication and interpersonal skills to interact effectively with end users and team members.
  • Proven ability to lead and motivate a team, fostering a positive work environment.
  • Analytical mindset with the ability to identify and resolve complex technical issues.
  • Familiarity with IT service management (ITSM) frameworks, such as ITIL.
  • Proficiency in documenting processes, procedures, and technical information.
  • Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Working Windows

  • Mon-Fri, 09:00-18:00 excluded SAT, SUN & Public Holiday
  • Able to OT if needed
  • Located in Hong Kong side

工作种类
工作地区 九龙塘

有关招聘公司
E.C. Fix Technology Limited