Team Lead, Corporate Systems

Job Description

The company is seeking a Team Lead, Corporate Systems to supervise an outsourced team focused on incident request remediation. The Team Lead will coordinate ticket assignments, track request lifecycles, and ensure optimal customer satisfaction. They will conduct performance reviews, oversee daily operations, and act as an escalation point for complex technical issues. The role involves monitoring ticketing systems, identifying areas for improvement, and ensuring a customer-centric approach.

Responsibilities include:

• Supervising an outsourced team for incident request remediation.
• Coordinating ticket assignments and tracking request lifecycles.
• Conducting performance reviews and providing feedback.
• Overseeing daily operations and ensuring efficient resolution of support tickets.
• Acting as an escalation point for complex technical issues.
• Monitoring ticketing systems and identifying areas for improvement.
• Developing and enforcing service desk policies and procedures.
• Collaborating with IT and other business units.

Requirements:

• Bachelor’s degree in IT, Computer Science, or related field.
• 5+ years of experience in IT support, with 1-2 years in a supervisory role.
• Strong understanding of IT support processes, systems, hardware, and software.
• Proficiency in using Helpdesk tools and ticketing systems (e.g., Jira Service Management, Freshservice, ServiceNow).
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Excellent troubleshooting skills in Windows, macOS, and basic networking.
• ITIL certification or equivalent a plus.
• Experience working with global teams.

The role offers:

• Opportunity to be part of a global team delivering innovative IT solutions.
• A collaborative and inclusive workplace.
• Development of leadership skills.