Technical Support Team Leader Specialist

📣 إعلان

منذ يوم واحد

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

Job Summary

2P Perfect Presentation is seeking a Technical Support Team Leader Specialist to oversee and manage technical support operations. This full-time role, based in Riyadh, Saudi Arabia, involves ensuring the timely resolution of technical issues and maintaining high service quality. The ideal candidate will possess strong leadership, troubleshooting, and communication skills, coupled with solid experience in IT technical support.

Role Overview

The Technical Support Team Leader Specialist will be responsible for leading a team, providing technical guidance, and ensuring operational efficiency. This position requires a professional with 5-10 years of experience who can manage complex technical issues and coordinate with various stakeholders to deliver effective support.

Key Responsibilities

Lead and supervise the Technical Support team and daily operations.
Monitor and ensure timely resolution of incidents and service requests.
Provide technical guidance and support for complex technical issues.
Monitor team performance and ensure compliance with SLAs and KPIs.
Review, manage, and resolve escalated technical issues.
Coordinate with IT teams, vendors, and stakeholders to resolve complex incidents.
Monitor ticket queues and ensure proper documentation, follow-up, and closure.
Prepare performance reports and identify areas for improvement.
Conduct coaching, knowledge-sharing, and performance feedback sessions.
Ensure high levels of user satisfaction and service quality.
Oversee technical support for contact center platforms and related systems.
Support troubleshooting of telephony, IVR, CTI, and other contact center technologies.
Ensure adherence to IT policies, procedures, and service management best practices.

Qualifications and Experience

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum 7 years of experience in Technical Support or IT Help Desk, including team leadership experience.
Strong knowledge of hardware, software, operating systems, and network troubleshooting.
Strong understanding of networking protocols and concepts, including TCP/IP, DNS, DHCP, VPN, and routing.
Understanding of databases and SQL for managing, querying, and troubleshooting contact center databases.
Experience with IT ticketing systems and IT Service Management processes.
Experience with contact center technologies and platforms, such as Avaya, Cisco, Genesys, or Verint.
Strong understanding of SLAs, KPIs, incident management, and problem management.
Knowledge of ITIL best practices is preferred.
Experience handling technical escalations and coordinating with vendors and technical teams.