Level 2 - IT Support Team Lead

Responsibilities

• Build, mentor, and lead a high-performing NOC team.
• Oversee daily NOC operation: supervise NOC team, providing guidance and support on complex cases.
• Participate in new employees’ onboarding.
• Develop training programs for new NOC staff and ongoing training for existing team members.
• Improve existing and develop new standard operating procedures for incident response, escalation and resolution.
• Lead incident response efforts during critical outages or service disruptions, coordinating with internal or external teams and stakeholders.
• Monitor team performance metrics and prepare regular reports for management on NOC operations.
• Identify areas for improvement within the team’s workflows.
• Evaluate existing processes and tools used by the NOC team, recommending enhancements to improve efficiency and effectiveness.

Requirements

• 5+ years of experience in IT;...