Team Lead, IT Support at PalmPay

We’re looking for an experienced Team Lead, IT Support  who will be responsible for leading a team of IT support professionals. The primary objective will be to ensure the smooth functioning of the company's IT systems, providing technical support and guidance to internal users. He/she  will play a crucial role in managing the team, coordinating their activities, and ensuring timely resolution of IT issues and requests. This position requires a strong technical background, excellent leadership skills, and the ability to work in a fast-paced, dynamic environment.

Roles and Responsibilities:-

Team Leadership:

• Supervise and mentor a team of IT support professionals, providing guidance, training, and support as needed.
• Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback to team members.
• Foster a positive and collaborative team environment, promoting effective communication and knowledge sharing

Technical Support

• Serve as a point of escalation for complex IT issues, providing guidance and expertise to team members.
• Ensure prompt and efficient resolution of IT support requests, adhering to agreed service levels.
• Troubleshoot and resolve hardware, software, and network issues, both remotely and in-person.
• Coordinate with other IT teams and vendors to facilitate problem resolution.

Incident and Problem Management

• Oversee the IT incident management process, ensuring that incidents are properly logged, tracked, and resolved within agreed timeframes.
• Identify and analyze recurring issues, working proactively to implement preventive measures.
• Conduct root cause analysis for major incidents, recommending and implementing corrective actions.

System Maintenance and Upgrades

• Collaborate with the infrastructure team to plan and execute system upgrades, patches, and maintenance activities.
• Monitor system performance and proactively address potential bottlenecks or issues.
• Keep up-to-date with emerging technologies and industry best practices to enhance IT support services.

Documentation and Knowledge Management

• Develop and maintain IT support documentation, including standard operating procedures and knowledge base articles.
• Ensure the team follows documentation standards and that knowledge is shared effectively.
• Provide training to end-users on IT tools, systems, and best practices.

Stakeholder Management

• Liaise with internal stakeholders to understand their IT support needs and expectations.
• Collaborate with other departments to implement IT solutions and enhancements.
• Communicate effectively with senior management, providing regular updates on IT support activities, performance, and metrics.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Proven experience in IT support roles (5 years +) with a strong technical background in troubleshooting hardware, software, and network issues.
• Previous experience in a leadership or supervisory role is highly desirable.
• Excellent knowledge of ITIL processes and best practices for incident, problem, and change management.
• Proficiency in supporting Windows and Mac operating systems, Microsoft Office Suite, and other standard business applications.
• Familiarity with fintech systems, such as trading platforms, market data feeds, and cybersecurity practices, is a plus.
• Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks effectively.