Technical Support Lead
1 day ago
Location: Kowloon Bay, Kwun Tong District Role: Team Leaders (Information & Communication Technology) – Full time Interested in this role? Call to find out more. About Us We are a leading Managed Service Provider delivering enterprise-grade cloud solutions, including Microsoft 365, Microsoft Azure, Checkpoint, Veeam , and other advanced technologies. Our mission is to empower businesses with secure, scalable, and efficient IT services. Role Overview The Technical Support Lead will oversee daily operations of the technical support team, ensuring SLA compliance, driving process improvements, and fostering team development. This role combines leadership, operational management, technical oversight, and customer-centric initiatives to deliver exceptional service. Key Responsibilities Lead daily operations for support teams, supervising ticket handling, onsite visits, and SLA compliance. Conduct regular 1:1s, team meetings, performance reviews, and career development planning. Mentor staff, providing coaching on technical and soft skills such as customer communication and detailed worklogs. Work closely with teammates to plan support activities, allocate resources effectively, and drive execution of team plans. Foster teammate development through training, skill enhancement, and career growth initiatives. Operational Management Monitor queues, escalate issues, and ensure timely resolutions while tracking KPIs like response times. Optimize processes such as handover procedures, job logging, and guidebook maintenance. Coordinate with stakeholders, vendors, and departments for holistic issue resolution. Technical & Process Oversight Deliver hands-on troubleshooting for hardware, software, networks, and peripherals like printers. Enhance SOPs and runbooks by reviewing, updating, and aligning them with best practices. Develop training programs, knowledge bases, and upskilling initiatives for MIT-specific challenges. Analyze trends, recommend tools/technologies, and ensure security/compliance standards. Customer & Improvement Focus Collect feedback to enhance service delivery and customer experience. Implement continuous improvements, incident response, and ITSM practices such as ITIL. Report metrics, manage budgets, and drive innovation for operational efficiency. Qualifications Education: Diploma or Degree in Information Technology, Computer Science, or related field. Experience: 3+ years in technical support or IT operations, with at least 1 year in a leadership role. Hands-on experience with Microsoft 365, Azure, and backup/security solutions (Checkpoint, Veeam preferred). Skills: Strong troubleshooting and problem-solving skills. Excellent communication and vendor management abilities. Familiarity with ITIL framework and ticketing systems. Leadership and team management Strategic planning and execution Coaching and talent development SOP and process optimization Customer-centric mindset Ability to work under pressure and meet deadlines Continuous learning and adaptability Why Join Us? Opportunity to lead a dynamic technical team in a fast-growing cloud services environment. Exposure to cutting-edge technologies and vendor partnerships. Competitive salary and professional development programs. For more information, contact us on . #J-18808-Ljbffr
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