Source description
About the role
Purpose of the Job The Technology Solutions Support Team Lead is responsible for managing day-to-day support operations, leading major incident resolution, and ensuring consistent, high-quality service delivery across L1 and L2 teams. This role combines strong people leadership with technical oversight, driving operational excellence, performance management, and continuous improvement within the support function.
Key Responsibilities
Lead and manage L1 support teams, ensuring smooth operational workflow and service delivery
Own and drive Major Incident Management, including coordination, communication, and timely resolution
Monitor and manage SLAs, KPIs, and performance dashboards to ensure service targets are met
Plan and manage shift schedules, workload distribution, and on-call rosters
Act as a key escalation point for complex incidents and service issues
Coach, mentor, and upskill team members to improve performance and capability
Ensure adherence to ITIL processes, governance standards, and best practices
Drive continuous improvement initiatives, including automation and efficiency enhancements
Oversee and support the creation and maintenance of knowledge base (KB) articles
Collaborate with cross-functional teams (Development, Infrastructure, Client teams) to resolve issues and improve service delivery
Support training initiatives and onboarding of new team members
Knowledge, Skills & Experience
5 –7 years of experience in Application with at least 2+ years in a Lead role Strong leadership, communication, and stakeholder management skills Proven experience in major incident handling and service management
Strong understanding of ITIL framework and support processes
Proficiency in reporting tools, operational dashboards, and performance metrics
Working knowledge of applications, integrations, and infrastructure dependencies
Excellent organizational and time-management skills in a high-volume environment
Ability to work under pressure and manage multiple priorities
Strong problem-solving and decision-making capabilities
Excellent verbal and written communication skills in English
Advanced proficiency in Microsoft Excel (lookups, pivots, data analysis)
Strong time management and prioritization skills
Experience managing shift rosters, workload allocation, and team scheduling
Hands-on experience with Zendesk dashboards and ticketing systems
Exposure to knowledge base management and reporting frameworks
#LI-JS1
More at Hhglobal