Team Lead – Remote IT Support at Leading Company | Torre

Team Lead – Remote IT Support

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Full-time

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Remote (for Central Africa residents)
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Emma of Torre.ai
about 1 month ago

Requirements and responsibilities


Key ResponsibilitiesLead and manage remote IT support operations and service desk teams.Ensure timely resolution of user incidents, service requests, and technical issues.Monitor SLA performance and drive continuous service improvement.Support desktop systems, servers, networks, applications, and end-user devices.Coordinate escalation management and root cause analysis.Manage user access, account administration, and IT service requests.Maintain IT documentation, knowledge bases, and support procedures.Collaborate with infrastructure, security, and application teams.Provide coaching, training, and performance management for support staff.Ensure high levels of customer satisfaction and service quality.Required SkillsIT Service Desk ManagementRemote Technical SupportWindows & Microsoft 365 AdministrationActive Directory & User ManagementNetwork & Infrastructure SupportITIL & Service ManagementIncident & Problem ManagementTeam Leadership & CoachingPreferred Industry BackgroundIT Services & Managed ServicesManufacturing & Industrial CompaniesMining & Metals IndustryShared Service CentersLarge Corporate IT EnvironmentsKey DeliverablesSLA achievement and service excellenceReduced incident resolution timesHigh end-user satisfactionEffective team management and developmentStable and reliable IT support operationsQualification: Bachelor's Degree / Diploma in Information Technology, Computer Science, or related fieldExperience: 6–12 Years in IT Support, Service Desk, Infrastructure Support, and Team Management