The Technical Support Lead will be responsible for overseeing and leading a team of 15 Level 1 IT technicians.
Supervise and coordinate the work of the employees under his / her responsibility;
Ensure the smooth operation and performance of the service center;
Manage schedules and replacements of team members (days, evenings and nights);
Insure the resolution of the notes according to the policies of the company;
Ensuring compliance with quality assurance standards for customer service;
Ensure that the expectations of internal and external clients are met;
Ensure the achievement of performance indicators (KPIs).