IT Team Lead

Há 3 dias


Porto, Porto, Portugal Five9 Tempo inteiro

About the Role

Five9 is seeking a skilled IT Team Lead to join our team in the EMEA region. As an IT Team Lead, you will be responsible for leading a team of support staff through daily support and project management tasks to ensure high-quality and timely service is provided.

Responsibilities:

  • Lead a team of support staff through daily support and project management tasks to ensure high-quality and timely service is provided within the EMEA region.
  • Serve as the main IT business partner for the Five9 Porto, Portugal office leadership and other business partners.
  • Provide technical problem-solving services to Five9 employees with issues including Apple and Microsoft based computers, communication devices, network services, video conferencing technologies, and SaaS applications from workers within the EMEA region.
  • Serve as the escalation point of contact for resolution of IT-related problems in a large enterprise and coordinate information with Engineering and team management.
  • Manage team performance in alignment with established KPI's and metrics ensuring a high quality of service is maintained.
  • Develop and manage operational support strategy and procedures for local offices.
  • Evaluate and improve the IT onboarding experience of Five9 workers by delivering and monitoring all IT-related activities.
  • Coordinate audio and video support for team and company meetings within local offices.
  • Assist in identifying resolution gaps at the Tier 1 and 2 support levels, and develop standard operating procedures and customer service guidelines relating to IT support.
  • Perform other related duties as assigned.

Requirements:

  • Minimum 5 years' experience leading a team of systems support or administrators.
  • Minimum 5 years' experience with enterprise-level endpoint management, including provisioning and configuration technologies.
  • Experience with enterprise-level Apple Device Management and Support is required.
  • Familiarity with Microsoft Windows OS, Microsoft Office, and Mac OS.
  • Ability to provide outstanding customer service through in-person and remote technical support.
  • Automation skills using various tools and scripting capabilities.
  • Excellent technical and functional skills for problem-solving.
  • Strong written and verbal communication skills, with a focus on technical or instructional writing and clear communication of complex concepts.
  • Solid understanding of general network principles and protocols.
  • Ability to work independently or collaboratively on assignments requiring judgment and problem-solving.
  • Able to learn quickly and adapt to changing environments.

Benefits:

  • Attractive salary range: €80,000 - €110,000 per year (based on experience)
  • Bonus Scheme
  • 10% Flex Benefits
  • Meal Allowance
  • Medical Insurance
  • Life Insurance
  • 25 day Annual Leave + Public Holidays

About Five9

Five9 is an equal opportunity employer committed to building a diverse team representing various backgrounds, perspectives, and skills. We value diversity and inclusion in the workplace.

Our global hubs are located in the San Francisco Bay Area, United Kingdom, Germany, Philippines, Portugal, and Australia.



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