Lead, Global IT Technical Support - Remote

Overview

The Global IT Technical Lead role demands a blend of technical expertise, leadership skills, and a customer service focus to ensure high levels of customer satisfaction by resolving IT issues efficiently and effectively.

In Short

• Lead and manage the technical support team.
• Handle escalations from customers or stakeholders.
• Collaborate with stakeholders and users across regions.
• Oversee talent management and recruitment.
• Create and maintain technical documentation.
• Conduct quality audits to ensure high service quality.
• Identify areas for process improvement.
• Provide permanent solutions through effective problem management.
• Manage daily reporting activities.
• Implement process automation initiatives.

Requirements

• Bachelor's degree in Computer or Information Technologies.
• 5 to 8 years of relevant experience.
• Expert-level understanding of IT systems.
• Proficiency in ITIL and ITSM tools, especially ServiceNow.
• Strong analytical and problem-solving skills.
• Excellent communication skills and customer service attitude.
• Leadership qualities to guide and mentor the team.

Benefits

• Insight into IT service delivery and training on the latest technologies.
• Continuous learning and development opportunities.
• Flexible and inclusive work environment.
• Competitive salary.
• Opportunity to work with leading technology in material handling solutions.