The IT Team Leader is responsible for managing, mentoring, and guiding the IT support team to ensure the efficient delivery of technical support services. This role oversees daily support operations, ensures service excellence through effective resource management, and drives continuous improvement in processes and performance.
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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.
About Us:
ARRISE is a leading supplier of player-favorite content to the iGaming industry. We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar, with offices around the world—including Malta, Romania, India, Canada, and Bulgaria—we are a global team of over 5,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse driven to deliver.
