Technical Support Team Lead

JOB PURPOSE: The Technical Support Team Lead is responsible for overseeing the delivery of technical support services across the institution, ensuring that students, faculty, and staff have reliable access to technology resources. This role involves managing support teams, coordinating IT operations, implementing support policies, and maintaining high standards of service delivery.JOB RESPONSIBILTIES: • Lead, train, and mentor a team of IT support specialists and help desks team.• Develop and implement workflows, ticketing systems, and escalation procedures.• Manage daily IT support operations, including hardware, software, network, and classroom technology troubleshooting.• Ensure timely response to technical issues affecting teaching, learning, and administrative functions.• Oversee deployment, configuration, and maintenance of devices and learning technologies.• Act as the main liaison between IT, faculty, students, and external vendors.• Collaborate with academic departments to understand and meet their technological needs.• Manage vendor relationships for support contracts, warranties, and software licenses.• Analyze support data to identify recurring issues and recommend long-term solutions.• Contribute to IT strategy development and digital transformation initiatives.• Ensure compliance with institutional IT policies and data protection regulations.• Support cybersecurity initiatives, including awareness and incident response.• Maintain documentation of systems, procedures, and inventory.QUALIFICATIONS & SKILLS:• Bachelor’s degree in information technology, Computer Science, or related field.• Minimum 5 years of experience in technical support or IT management, preferably in the education sector.• Strong leadership and communication skills.• Excellent problem-solving and analytical thinking.• Customer Service Orientation• Proficiency with Windows, macOS, and mobile device management.• Knowledge of networking, servers, and cloud-based systems.• Familiarity with helpdesk software.