Technical Support Team Leader Specialist

About the role

We are seeking a Technical Support Team Leader Specialist to oversee our technical support operations, ensuring rapid incident resolution and high service quality. The role combines hands‑on troubleshooting with team leadership in a contact‑center environment.

Key responsibilities

• Lead and supervise the Technical Support team and daily operations.
• Monitor ticket queues, enforce SLA compliance and ensure timely closure of incidents.
• Provide technical guidance on complex issues and coordinate with IT teams, vendors, and stakeholders.
• Prepare performance reports, identify improvement areas and conduct coaching sessions.
• Oversee support for contact‑center platforms, including telephony, IVR, CTI and related technologies.

Required profile

• Bachelor’s degree in Computer Science, IT or a related field.
• Minimum 7 years of technical support or help‑desk experience, including team‑leadership.
• Advanced English communication skills.
• Strong understanding of networking protocols (TCP/IP, DNS, DHCP, VPN, routing) and database/SQL concepts.
• Experience with IT ticketing systems and IT Service Management processes.

Required skills

• Hardware, software and operating‑system troubleshooting.
• Network troubleshooting and protocol knowledge.
• SQL querying for contact‑center databases.
• IT ticketing platforms (e.g., ServiceNow, JIRA).
• Contact‑center technologies such as Avaya, Cisco, Genesys or Verint.
• ITIL best‑practice knowledge (preferred).
• Relevant certifications (e.g., Avaya ACE, Cisco CCNP, Genesys Certified Professional).