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Technical Support Team Leader

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Albarraque,  Portugal

Job Description

STEFANINI is hiring a team leader to join our field support team, for a client based in Albarraque.

Job Requirements

Job Responsibilities:
  • Manage the day-to-day running of the 2nd line support team.
  • Play an active role in incident resolution and escalations, coordinating response groups,
  • Manage communications to the business.
  • Ensure new accounts and hardware for new starters are issued on time.
  • Manage the ticket queue, ensure unassigned tickets are managed and SLA kept.
  • Managing the IT staff planner, ensuring coverage in core hours.
  • Create weekly, monthly and major incident reports.
  • Application of ITIL standards and industry best practice
Required Skills:
  • Proven track record of managing an IT support team (this role is addressed o candidates with around 2 years of experience with team leading roles)
  • Proven experience with troubleshooting and support/configuration tasks, for mobile devices.
  • Experience with Active Directory and SNOW (nice to have)
  • Must know when to own and when to delegate tasks and activities.
  • Good reporting skills
  • Create, manage and maintain knowledge base articles ensuring reliability of technical information available to the team.
  • Work with the support team and IT Infrastructure team to improve incident, change and problem management.



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