Technical Team Leader

The Team Leader IT Support is a critical leadership role responsible for the day-to-day operational management and coaching of our on-site IT support team. This role requires an experienced leader who has a deep hands-on understanding of proximity support challenges and excels at coordinating improvement initiatives.

As aTeam Leader you will:

• Provide effective leadership to the Proximity IT Support teams fostering a motivated high-performing environment where team members continuously develop their skills.
• Manage daily team operations including shift planning task definition and resource usage planning (shifts holidays projects).
• Conduct regular service reviews quality control and risk analysis to ensure Service Level Agreements (SLAs) are consistently met or exceeded.
• Oversee critical support processes including call handling status escalation procedures and problem reporting.
• Track activities against operational plans and provide regular accurate status reports (daily monthly yearly) to management.
• Manage the change control procedure related to physical IT assets and support methodologies.
• Coordinate small to medium-scale improvement and deployment initiatives related to end-user infrastructure hardware and support processes.
• Act as the final point of escalation for complex user support issues leveraging technical knowledge gained through previous hands-on experience.

Qualifications

What would make you a fit for the role:

• Bachelors Degree and 7 years of experience as a Team Leader ORMasters degree 5 years of experienceas a Team Leader.
• Extensive experience coordinating and leading Proximity Support teams (on-site IT support).
• Proven ability to interact professionally with end-users senior management and cross-functional teams.
• Strong leadership and project management skills with a track record of guiding teams through daily operational activities.
• Demonstrated resilience and a proactive approach to continuous improvement.
• Experience/knowledge of ITIL practices preferably withITILv4 certification.
• Bilingual Proficiency inboth French and English.
• Prior experience in EU Institutions environment is considered a strong advantage.