Lead all aspects of the employee lifecycle, including hiring, onboarding, and ongoing performance management, while fostering a collaborative and inclusive environment.
Conduct regular 1:1s, huddles, and side-by-side coaching to identify skills gaps and implement tailored training plans.
Monitor case management systems to ensure accurate tracking, prioritize support requests, and refine processes to improve department efficiency.
Provide expert-level troubleshooting for complex MSI solution deployments and resolve high-priority customer issues via phone and email.
Partner with internal stakeholders and the management team to execute strategic initiatives that align with the broader corporate vision.
Utilize data and CSAT feedback to recognize team successes and implement solutions for service delivery improvements.
Maintain a continuous learning mindset regarding IP networking (TCP/IP, UDP, Multicasting) and hardware/software configurations to guide the team through evolving product lines.

3–4 years in an IT environment with a relevant degree/diploma, or 6–7 years of equivalent professional experience.
Proficiency in IP networking (routers, firewalls, wireless) and OS troubleshooting; experience with Video Security or Access Control is a significant plus.
CompTIA A+, CCNA, MCSA, or similar technical certifications are preferred.
Exceptional communication skills with the ability to remain calm under pressure and translate complex technical issues for any audience.
Ability to work an 8.5-hour shift within operational hours (6 AM – 6 PM) and participate in an occasional weekend on-call rotation.

Technical Support Team Lead

Key skills