IT Support Team Lead

Support lead would be in charge of supervising our customer support processes . We are eager to onboard a technically sound lead with great customer centric policies.

About the Role

How you will contribute

• Operate within the IT Support Team Lead group to help manage the day-to-day 1st level IT support activities and manage the on call scheduling for a global support team.
• Advise Service Desk Manager of ongoing team issues.
• Ensure that IT team members are following the change management process.
• Ensure that all IT team members are aware of the Incident Management and Service Desk processes.
• Provide semi-annual performance feedback of the SD team to the employees and the SD Manager.
• Provide resources, as required, to support escalations.
• Provide guidance to SD team to ensure tickets are being routed to proper queues and addressed in accordance with SLA's.
• Ensure all SD tickets are closed according to the standing KPIs.
• Provide assistance to the Service Desk team to resolve first level tickets and in the escalation of 2nd and 3rd level support IT tickets to appropriate teams and management.
• Other duties as assigned.

Your Key Qualifications

• Bachelor's in computer science or a combination of equivalent professional training and certifications, combined with a minimum of 3 years related work experience in a position(s) with increasing responsibility and supervisory duties may be accepted.
• Management experience or experience leading a large project.
• Able to lead and motivate team members in an international virtual working environment.
• Solid attention to detail and the ability to create and document process and procedures.
• Good verbal and written communication skills with internal IT colleagues; business leaders and external audit community.
• The ability to work within a very demanding environment and handling stress in a positive manner.
• Must be able to maintain a high degree of confidentiality.
• Ability to handle multiple tasks.
• Good problem solver

At syncreon we are fully committed to the health and safety of our employees. We have full prevention and mitigation processes in place, including cleaning and sanitization practices, as well as screenings, masks and social distancing. syncreon complies with national, state and local orders.

Compensation

syncreon offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About syncreon

At syncreon, we partner with customers, such as Jaguar Land Rover, Harley Davidson, BMW, Dell, Xerox and Canon to provide specialized logistics, operational excellence and value added solutions in: Fulfillment, eCommerce & Value-Add Solutions, Manufacturing Support & Assembly Services, Export Packing, Transportation Management and Reverse, Repair & Service Parts.

We specialize in the design and operation of supply chain solutions for Automotive, Technology, Consumer Home Products, Industrial, Healthcare & MedTech companies. Today we have 14,000+ employees working in 100+ locations worldwide who enjoy our supportive culture, dedication to work-life balance, people development and superb career opportunities.

Note

Candidates chosen to move forward within the Recruitment Process may be required to undergo an assessment and/or submit further background information. Any offers of employment may be conditional on completion of required checks and provision of relevant documentation, in accordance with the applicable local legislation.