ITC Worldwide Help Desk Team Lead

7 days ago


Abuja, FCT, Nigeria ITC WORLDWIDE Full time

At ITC Worldwide, we are seeking an exceptional IT Help Desk Team Lead to oversee our information technology help desk and incoming tickets. As a key member of our Technical Service and Support Team, you will be responsible for handling incident management, strategizing efficient workflows, and developing innovative solutions to enhance user experience and optimize the use of technology resources.

The primary point of contact for all IT-related inquiries and issues, this role ensures smooth and effective technology operations, empowering staff to efficiently carry out their responsibilities. The successful candidate will have a proven track record of providing exceptional IT support and possess excellent communication, problem-solving, and leadership skills.

We value core values that guide our work: Be Open, Lead by Example, Make an Impact, Be Courageous, and Cultivate Belonging. Our ideal candidate will embody these values and strive to create a positive and inclusive work environment.

Responsibilities
  • Coordinate Administrative and Technical Workloads: Communicate and enforce procedures, coordinate training, and provide feedback on quality assurance and customer satisfaction.
  • Manage Tickets and Calls: Ensure prompt and effective resolution or follow-up on escalated tickets and calls.
  • Provide Updates and Recommendations: Keep stakeholders informed about changing customer requirements and recommend solutions for tablet, laptop, and mobile device issues.
  • Perform Incident Management: Strategize efficient workflow, ensure adequate staffing levels, and provide support for on-call needs and fill-in support from other team members.
  • Serve as Liaison: Collaborate with team members, client management, and company management to facilitate effective communication and decision-making.

In addition to your technical expertise, you should have excellent communication and interpersonal skills, with the ability to work effectively in a team environment. If you are a motivated and organized individual with a passion for delivering exceptional IT support, we encourage you to apply for this exciting opportunity.

We offer a competitive salary of $$65,000 - $85,000 per year, depending on experience, plus benefits and opportunities for growth and development. If you are interested in joining our dynamic team, please submit your application with a cover letter and resume.



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