IT Technical Team Lead

- Present information clearly and credibly within a C-suite environment. - Lead, motivate, and develop a team of technical staff across multiple roles and skill levels. - Set clear expectations, manage KPIs, provide regular performance feedback, and conduct performance reviews. - Foster a collaborative and customer-focused culture within the team. - Coach and mentor team members, ensuring skills development and career growth. - Lead daily team meetings and clearly communicate customer and team updates to management. - Provide technical guidance to team members where required. - Ensure standards and best practices are followed for system builds, patching, and maintenance. - Provide technical explanations and guidance to customers. - Ensure SLA and KPI targets are consistently met or exceeded. - Serve as an escalation point for complex customer issues, balancing technical resolution with customer communication. - Collaborate with all departments (e.g., Account Management, Customer Service) and other teams to ensure a smooth client experience. - Attend customer meetings, both onsite and/or remote. - Schedule and prioritize workloads for the team, delegate tasks, set deadlines, while ensuring coverage for incidents and service requests. - Monitor service desk metrics, ticket queues, and escalation processes. - Drive process improvement and efficiency across the team. - Manage the creation and completion of customer reports (e.g. Root Cause Analysis (RCA)). - Maintain accurate documentation and operational reporting for leadership review.