Responsibilities

• Lead and manage a team of first-line technical support specialists, providing guidance, coaching and mentoring to ensure high levels of customer satisfaction.
• Monitor and evaluate team performance, identifying areas for improvement and implementing strategies to enhance productivity and service delivery.
• Respond to and resolve complex technical support queries, troubleshooting hardware and software issues.
• Escalate unresolved issues to the appropriate specialists and follow up to ensure timely resolution.
• Document and maintain comprehensive records of all technical support activities.
• Continuously seek to improve processes and procedures to enhance the efficiency and effectiveness of the technical support function.
• Collaborate with other teams and departments to ensure a seamless and integrated approach to IT service delivery.

Qualifications

• Proven experience as a technic...