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It Support Team Leader
3 meses atrás
col-wideJob Description:
Job Description
We are looking for one IT Support Team Leader (local contract) to join us.?As our teams are growing, we have increasing user projects to be tackled by a dedicated professional that can lead our IT Support team. This role includes project, technical and people management skills and a strong sense of leadership.
The IT Support Team Leader is responsible for overseeing the day-to-day operations of the IT proximity, IT Analyst, IT workplace and IT Sysadmin teams, ensuring that all support activities are carried out efficiently and effectively. This role includes project management, technical expertise, and people management skills, with a strong emphasis on leadership and customer service.
Key Responsibilities:
Lead and manage the IT Support team, providing guidance, support, and direction to ensure high-quality IT support services.
Oversee the technical support of events, multimedia equipment, workplace projects, and IT Support functions.
Collaborate with cross-functional teams to support all business lines and country platforms.
Ensure the IT Support team delivers great customer service and adheres to service level agreements (SLAs).
Manage the IT Support scope, including L1 and L2 support, hardware management, and technical support for company events.
Crisis management on global major incidents.
Supervision of the knowledge base procedure documentation and follow up updates with the team.
Collaborate with higher-level support teams to escalate and resolve complex technical issues.
Implement new processes and initiatives based on industry best practices and insights.
Manage budgets and forecast for IT Support functions, ensuring efficient resource allocation.
Promote a culture of continuous improvement, innovation, and self-development within the team.
Participate in forums to discuss technical solutions for multimedia and meeting rooms collaboration systems.
Participate in cyber-recovery projects to contribute with the support alignment and coordination in Porto and international platforms.
Qualifications
Qualifications:
Proven experience as an IT Support Team Leader or similar role in IT support.
Strong technical knowledge and expertise in IT support tools and systems.
Excellent leadership, communication, and organizational skills.
Ability to manage projects and multitask in a fast-paced environment.
Strong problem-solving skills and analytical mindset.
Customer-oriented with a focus on delivering exceptional service.
Ability to provide indicators in real time.
Other Requirements:
Languages:
Fluent in Portuguese (mandatory).
Good level of English – minimum B2 (mandatory).
Knowledge of French is a plus.
Team leadership skills: ability to structure, prioritize and delegate.
Strong communication skills.
Eager to work in a challenging and demanding environment.
