Job Title: On-Site Level II Team Lead
Location: Client Facility in Belgium
Job Level: Team Lead (Mid-Senior Level)
Role Overview:
The On-Site Level II Team Lead is a leadership position responsible for managing a team of support technicians within a service desk environment. This individual is not only tasked with the oversight of technical incidents but also plays a crucial role in coaching, mentoring, and developing team members.
Key Responsibilities:
* Leadership & Team Management:
* Oversee the operations of the On-Site Level II support team.
* Foster an inclusive and collaborative work environment.
* Conduct regular performance reviews and meetings to monitor progress and provide constructive feedback.
* Ticket Management & Incident Resolution:
* Ensure tickets are handled efficiently and effectively.
* Assist team members with complex technical incidents and ensure resolution of issues related to Windows OS, Microsoft Office, Teams, network connectivity, printers, and mobile devices.
* Client Support & Implementation:
* Oversee client implementations, including documentation and access configurations.
* Provide training to clients to ensure seamless transitions during project launches.
* Reporting & Communication:
* Prepare and deliver detailed weekly and monthly reports to clients and internal teams, highlighting performance metrics and outcomes.
* Build strong relationships with clients to ensure high satisfaction levels and continuous service improvement.
* Training & Development:
* Offer ongoing coaching and development opportunities for team members.
* Support the team in improving their technical expertise and service delivery.
Requirements:
* Extensive technical experience (5+ years) in desktop and mobile device support, with strong troubleshooting and problem-solving capabilities.
* Leadership experience (3+ years) in managing IT support teams.
* A deep understanding of operating systems (Windows, macOS) and mobile devices (Android, iOS), as well as Microsoft Office and network infrastructure.
* Strong communication and interpersonal skills for client and team interactions.
* Ability to manage projects, client expectations, and support processes effectively.
* A proactive approach to continuous learning and staying ahead of technology trends.
Education & Experience:
* Degree in Information Technology or a related field, or equivalent experience.
* Experience in IT support, team leadership, and working within a service desk environment.
* Knowledge of Active Directory, Citrix, and Office365 tools is a plus.