The Support Team Leader will coordinate daily team activities, monitor service quality, support engineers with complex cases, and work closely with other technical and operational teams.
Responsibilities
Lead, support, and develop a team of Support Engineers.
Organize daily operations, distribute workload, and ensure sufficient shift coverage.
Monitor support queues, response times, resolution times, and compliance with SLAs.
Coordinate the handling of critical incidents and escalated technical cases.
Provide guidance to team members on complex customer and infrastructure-related issues.
Conduct regular one-to-one meetings, performance reviews, and feedback sessions.
Support the onboarding, training, and professional development of new and existing employees.
Maintain and improve internal support procedures, documentation, and knowledge base materials.
Analyze recurring issues and identify opportunities to improve support processes and service quality.
Cooperate with Network, Infrastructure, Billing, Provisioning, and other internal teams.
Prepare operational reports and communicate team performance, risks, and staffing needs to management.
Ensure professional and consistent communication with customers.
Participate in recruitment and candidate assessment when required.
Promote accountability, teamwork, and continuous improvement within the team.
Requirements
At least 3 years of experience in technical support, system administration, hosting, cloud infrastructure, or a related IT field.
Previous experience as a Team Leader, Shift Leader, Senior Support Engineer, or mentor.
Good understanding of Linux and/or Windows server environments.
General knowledge of networking, DNS, virtualization, cloud technologies, and server hardware.
Experience working with ticketing systems and service-level agreements.
Strong troubleshooting, prioritization, and decision-making skills.
Ability to coordinate incident response and remain calm under pressure.
Strong leadership, communication, and conflict-resolution skills.
Ability to provide constructive feedback and support employee development.
Good written and spoken English.
Willingness to participate in shift-based operations or provide escalation support when necessary.
Nice to have
Experience in the hosting, data-centre, telecom, SaaS, or cloud industry.
Knowledge of ITIL or other IT service-management practices.
Experience with monitoring and incident-management tools.
Experience managing distributed or multicultural teams.
