Technical Team Leader

• Overall responsible to achieve performance targets of the service delivery & support team.
• Manage a team of IT support engineers with various skillsets (Network, systems, cloud, security, desktops/laptops, OS, email) in remote and onsite maintenance service support, troubleshooting, resolution, ticket creation and closing, escalation.
• Provide technical guidance and advice to the team of service delivery and support engineers.
• Build highest level of L1, L2 Service Delivery, support competencies, competitive edge via ITIL, ITSM Practice.
• Develop, build technical excellence and competencies with certifications in Servers, Storage, Cloud & Cybersecurity.
• Develop high performance remote and onsite maintenance support capabilities and procedures to achieve best-in-class service level guarantees.
• Build & develop IT Managed Service Provider & Managed Security Service Provider capabilities.
• Build & develop AI, Intelligent Auto Alerts on existing or new IT support systems (All-In-PSA & RMM with Inventory discovery, IT automation, Remote Access, Patch Management, SLA, Billing & Invoice, integration to CRM and Financial Accounting).
• Manage trouble tickets, process and documentation for deployment, commissioning, maintenance, support.
• Support RMA process for end-user customers, and manage RMA process with vendors.
• Liaise with vendors/principals on all technical related matters; manage escalation procedure to level 3 support by Vendors/Principals.
• Build, train and transfer system/server/storage knowledge to other team members, users and stakeholders as required.
• Coordinate and manage all IT change requests.
• Understand all aspects of system configuration and technical/functional capabilities.
• Perform user acceptance testing, troubleshooting and tests on the required systems.
• Provide pre-sale technical support to end-users on system/server/storage/virtualization/cloud technical design and specifications.
• Support all business reporting requirements.
• Manage user profiles, assigning roles, security settings, etc.
• Monitor and identify business and security risks, inefficiencies, issues and opportunities related to systems and work processes.
• Manage and handle projects including project management, coordination, planning, and scheduling with stakeholders; provide actual configuration and implementation based on requirements.
• Perform any other IT support requirements and regional assignments as needed.
• Take on new technical tasks as assigned from time to time.

What we're looking for:

• Diploma or Degree in Electrical/Electronic/Computer Engineering/Computer Science/Information Systems from a recognized institution.
• In-depth, hands-on technical knowledge on Servers, Storage, Cloud, Backup, Networks.
• Related certifications with Microsoft, HPE, Huawei, or Lenovo.
• 5+ years of experience in Servers/storage/Cloud/Network.
• 3+ years of leading/managing a team of support/service engineers in IT MSP/SI.
• 3+ years of ITIL implementation, practices and processes.
• 3+ years of delivering and exceeding support service targets/SLAs.
• Good hands-on knowledge of IT systems, especially Cloud/Servers/Storage, OS, Cybersecurity, or Networks.
• Strong customer interaction, written and oral communication skills.
• Ability to work with all organizational levels and contribute both in teams and independently.