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Technical IT Support Lead

1 month ago

Abuja, FCT, Nigeria ITC WORLDWIDE Full time
ITC Worldwide's Technical Service and Support Team

We are seeking an experienced IT Help Desk Lead to oversee our information technology help desk and incoming tickets. The successful candidate will have a proven track record of providing exceptional IT support and will possess excellent communication, problem-solving, and leadership skills.

This role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. As the primary point of contact for all IT-related inquiries and issues, this position requires strong analytical and problem-solving skills.

The ideal candidate will have experience leading teams of technical IT staff, knowledge of call tracking and problem management software applications such as Jira Service Management Cloud, and industry standards surrounding help desk reporting.

We offer a competitive salary range of $60,000 - $90,000 per year, depending on experience. Additionally, we provide Microsoft Certification (AZ-800 and AZ-801) and Jira Service Management (ACP-120) training opportunities.

Key Responsibilities:

  • Coordinate administrative and technical workloads for the help desk team.
  • Manage all tickets in ticket queue and calls escalated by Tier 1 Technical Support.
  • Provide updates on changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform incident management, strategize efficient workflow, and ensure adequate staffing levels.

Required Skills and Qualifications:

  • Experience leading teams of technical IT staff.
  • Knowledge of call tracking and problem management software applications.
  • Industry standards surrounding help desk reporting.
  • Ability to analyze data and communicate metrics related to help desk.

Microsoft Certification Requirements:

  • AZ-800: Administering Windows Server Hybrid Core Infrastructure.
  • AZ-801: Configuring Windows Server Hybrid Advanced Services.

Jira Service Management Training:

  • ACP-120 Jira Administration for Cloud Certification.

Salary Range: $60,000 - $90,000 per year