Provide leadership, direction, and support to a team of end user support technicians
Manage and maintain an organisation’s IT systems and EUS infrastructure
Provide technical guidance to team members when dealing with complex tickets
Manage the escalation of more challenging technical problems to higher-level support teams according to SLA timeframe
Ensure tickets are updated regularly in the correct statuses according to SLA timeframe
Oversee the monitoring tickets ques to ensure all tickets are actioned after being assigned
Promote the documentation of support processes, procedures, and best practices to facilitate knowledge sharing
Mentor and train team members to help them develop their skills and knowledge
Conduct frequent onsite visits to ensure adherence to protocols, procedures, and standards within the first responder team

Proven 3-5 years’ working experience in IT-related role (desirably in MSP environment), providing technical support and troubleshooting in an IT environment.
Proven 3-5 years’ in server, desktop support, switches, firewalls and PowerShell.
3-5 years' experience in a people management position and leading a team
1+ years of experience with Microsoft Azure (Support/Monitoring/Management).
National Senior Certificate or equivalent
CompTIA A+
CompTIA N+
Mimecast: Level 1 – Email Security, Cloud Gateway Fundamentals
Mimecast: Level 2 – Email Security, Cloud Gateway Advanced
ITIL: Foundation
Certification
Microsoft: AZ-104
Azure Administrator
ITIL V3
Microsoft: MD-102
Microsoft 365 Endpoint Administrator

User Support Team Leader

Key skills