Technical Team Leader

• Overall accountable for meeting the performance objectives of the service delivery and support team.
• Lead a group of IT support engineers with diverse expertise (Network, systems, cloud, security, desktops/laptops, OS, email) in both remote and onsite maintenance service, focusing on support, troubleshooting, resolution, ticket management, and escalation processes.
• Offer technical direction and advice to the service delivery and support engineers.
• Enhance L1 and L2 Service Delivery and support skills while establishing a competitive advantage through ITIL and ITSM practices.
• Foster technical excellence and skill development through certifications in Servers, Storage, Cloud, and Cybersecurity.
• Create and refine high-performance remote and onsite maintenance support capabilities and protocols to deliver best-in-class service level guarantees.
• Develop and strengthen capabilities as an IT Managed Service Provider and Managed Security Service Provider.
• Enhance AI and Intelligent Auto Alerts in existing or new IT support systems (All-In-PSA & RMM with Inventory discovery, IT automation, Remote Access, Patch Management, SLA, Billing & Invoice, integration with CRM and Financial Accounting).
• Oversee trouble tickets, including processing and documentation for deployment, commissioning, maintenance, and support.
• Assist with the RMA process for end-user clients, managing vendor interactions regarding RMAs.
• Collaborate with vendors/principals on all technical issues; manage the escalation process to level 3 support by Vendors/Principals.
• Educate and transfer knowledge regarding systems/servers/storage to team members, users, and stakeholders as necessary.
• Coordinate and oversee all IT change requests.
• Comprehend all aspects of system configuration and technical/functional capabilities.
• Conduct user acceptance testing, troubleshooting, and assessments on relevant systems.
• Provide pre-sales technical assistance to end-users on system/server/storage/virtualization/cloud design and specifications.
• Support all business reporting needs.
• Manage user profiles, including role assignments and security settings.
• Monitor and identify business and security risks, inefficiencies, issues, and opportunities related to systems and workflows.
• Manage and execute projects, including project management, coordination, planning, and scheduling with stakeholders; deliver actual configurations and implementations based on requirements.
• Fulfill any additional IT support requirements and regional tasks as necessary.
• Take on new technical responsibilities as assigned periodically.

Qualifications:

• Diploma or Degree in Electrical/Electronic/Computer Engineering/Computer Science/Information Systems from an accredited institution.
• Extensive, hands-on technical expertise in Servers, Storage, Cloud, Backup, and Networks.
• Relevant certifications from Microsoft, HPE, Huawei, or Lenovo.
• 5+ years of experience in Servers/Storage/Cloud/Network technologies.
• 3+ years of experience leading/managing a team of support/service engineers in IT MSP/SI environments.
• 3+ years of experience with ITIL implementation, practices, and processes.
• 3+ years of consistently delivering and surpassing support service targets/SLAs.
• Proficient hands-on knowledge of IT systems, particularly Cloud/Servers/Storage, OS, Cybersecurity, or Networks.
• Strong skills in customer interaction, with effective written and verbal communication abilities.
• Capacity to work collaboratively across all organizational levels and contribute effectively both in teams and independently.