IT Team Leader Oaktech Services FZ-LLC

Job Description

Roles & Responsibilities

Desired Candidate Profile

Job Purpose

Key Responsibilities

• Lead, motivate, and manage the IT support team, setting clear objectives, conducting performance reviews, and supporting career development.
• Oversee day-to-day IT support operations, including ticket management, incident resolution, and ensuring adherence to SLAs.
• Act as a point of escalation for complex or high-priority issues, coordinating with higher-level technical teams as necessary.
• Manage team schedules, shifts, and coverage to maintain consistent support availability.
• Develop and implement best practices, procedures, and documentation to improve support efficiency and service quality.
• Identify training needs, provide technical guidance, and ensure ongoing skill development within the team.
• Monitor performance metrics, analyze reports, and gather user feedback to identify and implement service improvements.

Requirements

• Proven experience in IT support with a strong understanding of incident and service request management.
• Demonstrated leadership and team management skills with experience conducting one-on-one and team meetings.
• Proficiency with IT support tools, including ticketing systems, remote support tools, and knowledge bases.
• Strong problem-solving, analytical, and troubleshooting abilities for resolving technical and process-related issues.
• Excellent communication and interpersonal skills with the ability to handle multiple priorities and work under pressure.
• Familiarity with organizational policies, industry standards, and regulatory compliance in IT operations.
• Ability to analyze performance data and translate insights into actionable improvements.

Nice to Have

• Experience in staff selection and participation in performance appraisals.
• Knowledge of current IT industry trends and emerging technologies.
• Background in developing or maintaining technical training materials.
• Experience in implementing automation or efficiency-enhancing tools in IT support operations.