Technical Team Lead

🚀 Join The Functionary’s IT Leadership Team!

We’re looking for a highly motivated and experienced Service Desk Team Lead to oversee and empower our Help Desk team. If you’re passionate about team development, performance excellence, and process optimization — this is your chance to lead and make an impact!

• Supervise the daily operations of the Help Desk team and ensure SLA & KPI targets are met.
• Act as the main escalation point for technical and operational issues.
• Conduct 1 : 1 coaching sessions , training, and mentoring to strengthen team performance.
• Foster a positive, growth-driven environment that motivates and empowers your team.
• Manage ticket assignments, workload distribution , and shift scheduling.
• Track attendance, billing reports, and productivity metrics with accuracy.
• Ensure policy compliance and apply disciplinary actions when necessary.
• Maintain up-to-date process documentation and operational procedures .
• Identify areas for process improvement and implement best practices (ITIL knowledge is a plus).
• Drive service quality enhancement through proactive leadership and data-driven decisions.
• ️ 3–5 years of experience in technical support and at least 1–2 years in a leadership role.
• ️ Strong technical background (Windows / Mac OS, ticketing tools, remote support platforms).
• ️ Proven experience managing reports, KPIs, and team performance.
• ️ Excellent communication, coaching, and problem-solving skills.
• ️ Familiarity with ServiceNow or similar platforms is a plus!

🗓️ Schedule : Full-time availability required — exact schedule will be provided later in the process.

📧 Or send your up to date resume here

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